Client Success -
DRTV Shared Services
How Liveops Helps DRTV Brands Scale Inbound Sales and Maximize Revenue
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Overview
Direct response television (DRTV) campaigns create immediate spikes in customer demand, making speed, flexibility, and sales performance essential. Every inbound call represents a potential sale, and brands need experienced sales professionals who can engage customers, answer questions, and convert interest into revenue.Â
Liveops supports a growing portfolio of DRTV brands across the consumer products, hearing technology, dietary supplements, consumer electronics, and business technology industries. Â
Through its shared services agent model, Liveops provides flexible inbound sales, lead generation, and customer support, enabling organizations to scale quickly, optimize sales performance, and deliver measurable business outcomes without sacrificing the customer experience.Â
Key challenges
DRTV organizations operate in a fast-paced environment where customer demand can change within minutes following television advertising, product launches, and promotional campaigns.
To remain competitive, these brands need a partner that can:
- Scale quickly as campaign demand fluctuates
- Maximize conversion opportunities from every inbound sales call
- Maintain fast response times during periods of high call volume
- Support both inbound sales and customer FAQs
- Route customers to the sales professionals best equipped to convert each opportunity
- Deliver consistent quality across multiple brands and campaigns
Traditional contact center models often struggle to provide the flexibility, specialized sales expertise, and operational agility required to support this type of environment.
The Liveops solution
A Shared Services Model Built for Performance
Direct response television (DRTV) is where the Liveops story began. For more than 26 years, Liveops has helped DRTV brands manage inbound sales, lead generation, and customer support, building deep operational expertise in the fast-paced, performance-driven environment that defines direct response marketing.
Today, Liveops supports multiple DRTV brands through a shared services environment designed specifically for inbound sales and lead generation. More than 350 experienced sales agents support Liveops’ DRTV shared services programs, giving brands immediate access to skilled sales professionals without the need to build dedicated teams for every campaign.
Agents support a wide range of customer interactions, including:
- Inbound sales
- Lead generation
- Product education
- Frequently asked questions (FAQs)
- Order assistance and customer support
Specialized Line Groups
To maximize performance, Liveops aligns customer interactions with specialized line groups based on business objectives and agent expertise.
General Line Group
Experienced sales professionals who support inbound sales and customer inquiries across a variety of campaigns.
High Response Line Group
Designed for high-volume lead generation programs with a strong focus on quality assurance, consistency, and efficient customer engagement.
Sales Pro Line Group
An elite group of top-performing sales professionals dedicated to maximizing conversion opportunities during higher-value sales interactions.
Performance-Based Call RoutingÂ
For one leading hearing technology company, Liveops implemented preferential call routing that directed qualified sales opportunities to Sales Pro agents while maintaining broad program coverage through the General Line Group.
To remain eligible:
- Sales Pro agents were required to maintain a minimum 60% net conversion rate
- General Line Group agents were required to maintain a minimum 40% net conversion rate
This performance-driven approach ensured customers were consistently connected with highly effective sales professionals while encouraging continuous performance improvement across the program.
The end result
Liveops helped DRTV brands improve sales performance while providing the flexibility to rapidly scale operations as campaign demand evolved.Â
Today, the shared services model supports more than 350 experienced sales agents, allowing brands to quickly launch new campaigns, respond to changing customer demand, and maximize every inbound sales opportunity.Â
Hearing Technology ProgramÂ
Over a six-month period, Liveops delivered:Â
- 44,000 inbound calls handled Â
- 87% of calls answered in less than 20 seconds Â
- 62.2% net conversion rate achieved by Sales Pro agents (against a 60% minimum requirement)Â
- 54.5% net conversion rate achieved by General Line Group agents (against a 40% minimum requirement)Â
Dietary Supplement ProgramÂ
After competing against the client’s incumbent contact center, Liveops:Â
- Outperformed the existing provider in both conversion performance and service levels, earning 100% of the client’s program volume in less than one month.Â
- Expanded the relationship with an additional DRTV program based on initial performance Â
These results demonstrate how Liveops combines operational flexibility, experienced sales professionals, and performance-driven execution to help DRTV brands increase conversions while maintaining exceptional customer experiences.Â
Why choose Liveops for inbound sales?
experienced sales professionals supporting shared services programs.
Performance-based routing
Connect high-value sales opportunities with top-performing sales professionals to maximize conversions.
Flexible scaling
Ramp quickly for product launches, media campaigns, and seasonal demand without sacrificing service quality.
Key takeaways
Scalable shared services model
More than 350 experienced sales agents provide flexible inbound sales and customer support across multiple DRTV programs.
Specialized sales expertise
Performance-based General, High Response, and Sales Pro Line Groups ensure customer interactions are matched with the right level of sales expertise.
Proven conversion performance
Sales Pro agents achieved a 62.2% net conversion rate (against a 40% goal) while General Line Group agents delivered a 54.5% net conversion rate (against a 50% goal) for a leading hearing technology program.
High-volume operational excellence
Handled 44,000 inbound calls over six months while answering 87% of calls in less than 20 seconds, demonstrating the ability to scale without sacrificing service quality.
Flexible support for changing demand
Rapidly adapts to product launches, promotional campaigns, and fluctuating call volumes, helping brands maximize every sales opportunity.
Measurable business outcomes
Consistently delivers results that earn client confidence, including becoming the client's primary BPO provider by winning 100% of program volume after outperforming the incumbent in both conversion performance and service levels.