Virtual Call Center Three Dimensional Scalability
Only LiveOps delivers unlimited scalability across location, agents and technology - the three critical components that are key to creating a virtual call center.
Location
Our virtual call center model enables us to attract and choose the best independent home agents from anywhere in the world and if our customers' needs suddenly increase, we are not constrained by call center buildings to staff additional agents. Traditional call centers are limited to a pool of talent within a 50-mile radius and a sudden increase in capacity demand will require additional building to accommodate a large increase in the number of agents. With no geographical boundaries and unlimited bandwidth, we can ramp up to handle any volume of calls in a matter of minutes.
When American idol initiated a fund raising campaign, other call center outsourcers failed to handle the unexpected call volume and callers started getting busy signals. All calls were rerouted to LiveOps. We instantaneously distributed the call volume through our geographically distributed data centers and easily handled the increased volume.
People
LiveOps' flexible scheduling model makes it much easier to deal with unexpected spikes in demand or unexpected drops in call volume. We can mobilize the network of over 20,000 agents in a matter of minutes via cell phone, text message, email, and voicemail broadcast.
LiveOps was approached by the Red Cross at 3:00 p.m. on the Friday before Labor Day, shortly after Hurricane Katrina hit the Gulf Cost. They needed a 300-seat call center to answer a toll free line that would be announced nationally by President Bush at 6:00 pm that day. The call center was to be tasked with connecting hurricane victims with their families and loved ones. By 6:00 pm that same evening, over 300 LiveOps agents were online and ready to take calls. Over the next three weeks, over 500 LiveOps independent agents helped thousands of hurricane victims reunite with their loved ones, while LiveOps' other customers continued to receive the excellent service levels they had come to expect.
Technology
Traditional call centers require large investments to ensure sufficient infrastructure is in place to handle spikes in call volume. As a result, during off-peak times a percentage of the infrastructure is under-utilized. The LiveOps On-demand Call Center Platform puts an end to this costly, time consuming, un-scalable approach and brings the scalability of the Internet to the call center to seamlessly handle hundreds of millions of calls each month.
We seamlessly added the equivalent of 10 call centers (2,000 agents) to the LiveOps platform for American Idol with no degeneration of service levels to other clients.
