Unsurpassed Customer Service
LiveOps' unique combination of an on-demand platform and applications, independent at-home agents, and proven call center best practices increases customer loyalty, improves service quality and revenue, and reduces customer service costs.
Building Strong Relationships
LiveOps contracts with over 20,000 independent at-home agents plus 4,000 customer and partner agents that handle hundreds of thousands of calls per month, from simple change of address and credit card activation calls, to complex customer retention and application processing calls.
No matter the type of call, each customer receives the personalized service they deserve. The agents maintain an in-depth understanding of your company, products, and solutions to ensure complete customer satisfaction and continuous improvement in service quality.
Whether they are fielding questions from new customers about setting their password or taking calls from tourists wondering what time their cruise ship embarks, every independent agent is incented to using every call to strengthen customer relationships.
Extending your Brand
The agents are especially skilled at interacting with demanding audiences and representing a wide variety of high-end brands including premium cosmetics, financial services, and home electronics.
Stringent certification tests ensure that the agents are prepared to promote your company and its products and provide every customer with the most professional and personalized service.
Additionally, LiveOps puts agents in the driver's seat by proactively providing them with real-time information about their performance so they can see where they rank, while performance-based routing ensures that the top performers answer the majority of your calls.
Optimizing Service Quality
Our virtual call center model enables us to attract and choose the best independent home agents from anywhere in the world. Traditional call centers are limited to a pool of talent within a 50-mile radius. With no geographical boundaries and unlimited infrastructure bandwidth, we can ramp up to handle any volume of calls in a matter of minutes.
LiveOps' community of independent agents are more skilled and loyal than agents in other call centers, and therefore provide a higher level of service:
- 80% of the agents have attended college
- 85% percent of the agents have previous sales experience
- The attrition rate is less than 10%, by far the lowest in the industry
- There is a large community of specialized agents including licensed insurance brokers and bilingual agents
Comprehensive Self Service
For customers who prefer to utilize automated call technology, our customizable Interactive Voice Response (IVR) system is the most user-friendly available. We can integrate elements of your brand into the audio, incorporate celebrity voices, and carry the energy of your media into your IVR to make the IVR an extension of your brand.
There are some IVR solutions that make it impossible for callers to reach an agent when the automated solution does not meet their needs. As a result, approximately 20% of IVR calls are terminated before a call resolution or an option to speak to a live representative is provided. Through continual testing and optimization, LiveOps ensures that your customers are never confused by the IVR system, lowering call abandon rates and improving service levels.
