Guides
ChaCha answers questions through the use of independent contractors called Guides. There are four main types of guides: Generalist/Specialist, Expeditor, Transcriber, and Vetter. Expeditors categorize questions, convert them into standard form, provide direct responses for certain question types, and also make sure that an answer doesn't already exist for that question. The purposes of a Generalist, "the original and basic ChaCha Guide role," are to: determine what the customer's question is, find an answer to the question using the Internet, format the answer into a text message, and add "magic" to the answer which gives it a human quality. Specialists are a more selective group of guides. They have all of the same purposes as a Generalist but they sign up for specific categories of questions based on their interest in and knowledge of those categories. The role of Transcriber is to listen to questions recorded by customers who call into 1-800-2ChaCha and then convert the recorded message into text form so that Generalists and Specialists can answer them.
Guides are paid on a per-query basis. Generalists and Specialists can expect to make between $0.10 and $0.20 for each question answered, while Expediters and Transcribers earn $0.02 per question. Vetters earn $0.01 for each question fielded. As of late 2011 the company reported it engaged about 180,000 guides.
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