LiveOps

LiveOps agents: total quality

LiveOps home-based agents offer distinct advantages over traditional call center agents:

• Our scheduling flexibility lets you match the number of available agent spots to actual call volume quickly expanding your agent team when call spikes occur.
• Our ability to contract with agents nationwide provides you with a team consisting of agents who are the best-of-the-best. We are extremely selective and draw upon entrepreneurs and businesses from a wide range of regions and backgrounds.
• By maintaining a large, diverse pool of agents, we can quickly select a team to match your specific business needs and deliver the results you require.

Uniquely Flexible Staffing
With over 16,000 experienced agents positioning themselves to offer services, LiveOps is the world’s most flexible and cost-effective solution for call center outsourcing. You can have as many agents as you need whenever you need them—without paying for them when you don’t. Your call center costs vary with the actual number of calls received, instead of being fixed by permanent agent headcount.

Uncompromising Agent Quality
Since 2000, we’ve developed a variety of innovative tools and methods to ensure that we provide our customers with the highest-quality agent team. There are four key components that drive the success we’ve achieved in building a vibrant, virtual call center team.

• Agent selection: We receive thousands of applications a week and only 2% of applicants are certified to provide services. Once in our network, agents must qualify for programs in which they want to participate.
• Results-Based Routing: Our unique call routing methodology ensures that customer calls are channeled to the best performing agents for that program. Our agents are paid for each call they receive and how they perform on the call, so they are motivated to maintain a high performance score in order to receive the highest possible number of calls.
• Certification: Our innovative, highly-customized approach to agent testing enables rapid, comprehensive and reliable agent competence.
• Auditing: All calls are recorded and randomly reviewed, with feedback automatically provided to agents with exceptions to high levels of performance noted.

Flexible Solutions that Accommodate Changing Call Patterns
To address your actual call volume needs, the LiveOps agent schedule is structured in 30-minute increments for which the agents self-schedule, determining when they will provide services. These 30-minute increments enable us to easily support volume spikes and increase the number of agents taking calls for your business for key spots. You’re assured of the quality agent capacity you need and eliminating any reason to maintain a large staff of permanent agents.

Ready When You Are
Quite simply, LiveOps leads the industry with innovation in agent certification and scheduling. For most programs, we can provide, within days, hundreds of agents fully certified to take or place calls for your business.