A Performance-Based Operating Model
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The LiveOps platform is designed from the ground up to maximize agent and campaign performance so you can meet – and often exceed – your revenue targets. The fact that LiveOps consistently delivers up to 33% more revenue per campaign than any competitor testifies to the effectiveness of our performance-based operating model, which combines:
| • | On-demand technology and dynamic routing that delivers the lowest busy-out in the industry. |
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| • | Our 20,000-person remote agent community. |
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| • | A best practice methodology for monitoring and rewarding agent performance in real time. |
Technology
First, we offer the lowest busy-out in the industry. Using unique dynamic routing technology, we can handle call volumes that would crash other call centers because calls are rerouted rather than blocked by busy ports. As a result, you don’t miss revenue from calls simply because customers couldn't get through. In addition, because we have 20,000 independent at-home agents available on demand, we have enough independent agents to pick up the calls you generate through direct marketing campaigns; you can instantly scale up or down to match your call volume.
Staffing and Scheduling
Equally important, using our dynamic staffing model, you can accurately staff to handle the peaks and valleys of normal call volume. Our network of independent at-home agents can schedule themselves in 30-minute increments so that their availability maps to the peaks and valleys of your call volume. So in addition to maximizing your revenue (because more calls are answered), you can also improve customer service and reduce hold times.
Performance
But the LiveOps performance-based operating model does more than just ensure your calls get answered. To maximize your revenue, we help improve the performance of independent at-home agents working on your campaigns. With our innovative, results-based routing technology, we can route calls to the agent that's best capable of answering each call. Calls can be routed based on any attributes that you care about, such as average handle time, sales conversion rates, or first call resolution, and can be tracked in the LiveOps platform. Using this routing technology, our data shows that up to 40% of incoming campaign calls are automatically routing to the top 15% of agents, which dramatically improves conversion rates. We also allow for reserved seating so that you can ensure the highest performing agents are ready to take your specific campaign calls as they come in. These are a few reasons why we have order values up to 30% higher than other call centers in the industry.
LiveOps pay-per-use model allows you to leverage our performance-driven independent agent services and only pay for those resources used. So there’s no up-front expense to reserve large agent blocks for underutilized time.
