Built From the Ground Up for Virtual Work
The LiveOps On-demand Call Center Platform and Applications were fundamentally designed to manage a virtual call center as well as optimize any traditional call center.
The platform was designed from the ground up to support every step in the virtual call center life cycle and provides unsurpassed scalability and flexibility. As a result, companies can rapidly scale technology usage when call volumes go up and scale back when they don't need the extra infrastructure and capacity.
LiveOps has continually innovated, tested, and honed its unique call center platform and applications to serve as a flexible, cohesive service that can handle extraordinarily high call volumes. Calls are distributed intelligently across a single call center, multiple call centers, branch offices, or thousands of agents working from their homes.
Performance by Rules vs. Supervisors
LiveOps creates a virtual agent community based on performance. Our automated, data-driven performance systems enable objective measurement and rewards performance in real time — ultimately creating a meritocracy whereby agents are compared to their peers and rewarded based on their relative performance. Top performers can be rewarded in ways that mean the most to them — such as earning the option to schedule time for the most coveted programs and time slots.
LiveOps puts agents in the driver's seat by proactively providing them with real-time information about their performance and uses performance-based routing to ensure that the top performers answer the majority of calls. Agents can also see how their scores compare to other agents, creating a healthy sense of competition and providing incentive for improvement.
Metrics can be customized across programs, and agents can see their individual metrics so they always know where they need to improve. And LiveOps integrates workforce management and eLearning so agents can actively take steps to improve their performance.
Performance-Based Routing
LiveOps' patent pending call routing application leverages real-time analytics to identify top performing agents based on customer metrics and routes the majority of the calls to those agents. LiveOps' call routing application enables flexible routing rules that can easily be changed by business users, dramatically accelerating call center response to business changes.
Virtual Agent Sourcing and Hiring
By automating agent recruiting and on-boarding, LiveOps enables organizations to source a large number of high-quality agents quickly, with only a small set of resources overseeing the process.
LiveOps provides powerful, online sourcing tools that enable enterprises to recruit talent nationally - regardless of where their call center is located - and build a diversified community to match the interests and needs of callers. The pool of potential candidates is much larger, which changes the whole sourcing equation from "How do I find people?" to "How do I select the best from so many people?"
We make sure that every agent assigned to your programs is a great fit from the beginning. Our web-based agent screening automates the entire on-boarding process including background and reference checks, phone manner, personality, behavioral, reading comprehension, and voice tests.
eLearning and Online Certification
LiveOps' e-learning solutions enable hundreds of agents to ramp up simultaneously on new programs - right from home and at times that are convenient for them. There are no physical and staffing logistics to manage, so companies can focus on producing the highest quality eLearning content possible and develop materials that take into account different learning styles - for example, by creating materials that present the same information via documents, video, and FAQs.
Self-paced learning allows agents to learn at a pace comfortable to them while allowing visibility into their progress in real time. Fully customizable online certification tests accurately assess comprehension, compared to traditional call center training where agents sit through instruction but are rarely required to demonstrate the skills.
Opt-in Self Scheduling
LiveOps provides a virtual scheduling "marketplace" that allows agents to proactively schedule themselves to work around their availability. Our innovative pull-based system offers agents the flexibility to schedule themselves in 30 minute blocks or longer, versus 4 hour blocks in traditional call centers. This flexibility dramatically decreases turnover. When a dedicated pool of agents is required, our system allows for rules-based scheduling for a minimum number of hours.
Finally, LiveOps' flexible scheduling model makes it much easier to deal with unexpected spikes in demand or unexpected drops in call volume. With LiveOps, agents can be alerted via cell phone, text message, email, and voicemail broadcast when more agents are needed in a hurry. All of this can be accomplished with a minimum of back office staff because scheduling is managed by the agents themselves.
