Frequently Asked Independent Agent Questions
The LiveOps Opportunity
- What is an Independent Agent?
- Does LiveOps certify Agents in every state?
- How much money can I earn as an Independent Agent?
- How many hours can I work?
- How are my Agent fees paid? How often?
- How long before my business generates revenue?
- Does LiveOps have opportunities that are of limited duration?
- How old must I be to be considered by LiveOps?
- Will I need a Tax Identification Number?
- Are there minimum hours or a minimum amount of calls that are required?
Agent Requirements
- What are the characteristics of the most successful Agents that contract with LiveOps?
- Do I have to be a legal resident of the United States?
- Can I live in Canada?
Agent Selection
- What is the process for becoming an Agent?
- How will LiveOps contact me if I am selected to attend the Virtual Business Presentation?
- Is there a contractor's fee?
- Why does LiveOps require a credit and background check?
- I’ve received an invitation to certify for LiveOps, however it indicates that the background check fee is significantly higher than the amount stated on your website?
- Why does LiveOps run background and credit checks on their potential Agents?
- If LiveOps receives a low credit rating for me, will I still be considered to become an Independent Agent?
- What are the requirements for sending the processing fee?
Technical Requirements
- What are the minimum equipment requirements?
- Can I use an Apple Macintosh computer?
- What are the internet connectivity requirements?
- Can I use my home telephone to receive calls as an Agent?
- What is a landline?
- What are the specific requirements on the dedicated landline telephone?
- Will I need to call long distance?
- Can cell phones be used for incoming calls?
- Does LiveOps provide Agents with the physical tools to perform services?
- Does LiveOps charge agents to use their technology?
Getting Started
- What deadlines should I be aware of?
- What topics are covered in the Virtual Business Presentation?
- How do I schedule time to accept telephone calls?
- I am a former LiveOps Agent. How do I reactivate my independent contractor status?
Life as a LiveOps Contractor
- Can other people take calls under my LiveOps account?
- When is the heaviest call volume?
- Can I work when I travel or while I am on vacation?
- I will not be able to take calls for an extended period. Will I lose my status?
- Does LiveOps reimburse Agent expenses?
- Do all agents receive the same call volume?
- How can I generate additional revenue?
- Is it possible to lose my certification?
- Can LiveOps unilaterally terminate my Agent relationship?
- Can I employ others to work for me when I become a LiveOps Agent?
- Can I take calls from a different location other than my home office?
The LiveOps Opportunity
Q: What is an Independent Agent?
A: An Agent is an independent contractor that develops and manages their own business. An Independent Agent contracts with LiveOps under an Independent Contractors Agreement to receive calls from people requesting products or services from LiveOps clients.
Q: Does LiveOps certify Agents in every state?
A: Yes, LiveOps does have certified Agents in the contiguous 48 states. However, we make specific certification decisions based on needs within a state.
Q: How do I generate revenue as an Independent Agent?
A: LiveOps engages Agents according to the volume of work available from our clients. Also, as an Independent Agent you do not have a minimum or maximum of time you need to work.
In most cases, Agents invoice LiveOps per minute of talk time. Each program will have a unique rate per minute. In addition, many clients provide additional selling incentives for certain products or services. These incentives can dramatically increase Agent revenue as Agents become more confident in their ability to sell the products and services.
Q: How many hours can I work?
A: As an Independent Contractor, you can provide services as many or as few hours as your schedule permits.
Q: How are my Agent fees paid? How often?
A: Agents submit invoices using an online system. LiveOps pays Agent fees by either check or direct deposit. Fees are calculated from the 1st to the 15th, and from the 16th to the end of the month. Fees are paid (deposits made and checks mailed) on the first business day following the close of an invoice period.
Q: How long before my business generates revenue?
A: Once LiveOps receives all necessary documents and you have passed a background and credit check, you may begin our certification process. Motivated Agents can complete certifications and begin accepting telephone calls (thus generating revenue) within a week.
Q: Does LiveOps have opportunities that are of limited duration?
A: From time to time, LiveOps will have programs that are of limited duration that require a large number of Agents. These opportunities are usually seasonal, and last between one and four months.
Q: How old must I be to be considered by LiveOps?
A: All Independent Contractors doing business with LiveOps must be 18 years of age or older.
Q: Will I need a Tax Identification Number?
A: Yes, as an Independent Contractor you will need a Tax Identification Number. If you are a corporation, LLC, or partnership, you will have a tax ID for that entity. If you are a sole proprietorship (self employed), you may use your social security number for your Tax Identification Number. Your state, however, may be different, so please check the requirements in your state. At year end, LiveOps will provide a 1099 - Miscellaneous Income Form for your yearend tax reporting purposes if the revenues for your business meet the IRS minimum.
Q: Are there minimum hours or a minimum amount of calls that are required?
A: Scheduling time is strictly up to each Agent. Agents can provide services as little or as often as they want. The only minimum call requirement for LiveOps agents is that a few calls are taken within a 42-day time period. Agents may reapply to provide services if their contract was terminated for failing to take a call within 42 days.
Agent Requirements
Q: What are the characteristics of the most successful Agents that contract with LiveOps?
A: Agents that successfully manage their home-based businesses share the following traits:
- They are professional and capable of providing a high level of service
- They enjoy the freedom that running their own business allows them
- They are positive and optimistic
- They are tolerant and accepting of differing view points
- They are even tempered and handle frustration well
- They are comfortable with numeric reasoning
- They log on on time, and honor all time commitments
A: Yes, LiveOps requires that all contracted Agents legally reside in the United States.
Q: Can I live in Canada?
A: Unfortunately, LiveOps does not contract with individuals or businesses in Canada at this time.
Agent Selection
Q: What is the process for becoming an Agent?
A: Click here to start the online qualification process. Once the basic information is provided, LiveOps tests for reading comprehension. We also require a voice audition. Depending on the business opportunities currently available, you may also be invited to complete a 45-minute assessment that helps LiveOps ensure a match between applicants and the opportunities the company provides. When these steps have been completed, LiveOps will review your qualifications and objectively make a determination based on business need.
If your home business meets LiveOps Independent Agent Qualifications, you will be invited to a Virtual Business Presentation. This Presentation will provide an overview of the LiveOps business model, the role of the Independent Contractor, and all the necessary information you will need to determine whether LiveOps can assist you in growing your business.
Q: How will LiveOps contact me if I am selected to attend the Virtual Business Presentation?
A: You will receive an email from LiveOps with a web address and pass code for attending the Virtual Business Presentation. Once you receive this email, you will have 7 days to attend the online presentation, and respond to LiveOps indicating an interest in moving forward to the Certification Process.
Q: Is there a contractor's fee?
A: At this time, LiveOps does not charge a contractor's fee; however, LiveOps will require a $50.00 non refundable check or money order to cover a routine background and credit check and processing fee for all applicants indicating an interest in moving forward in the LiveOps Certification Process after the Virtual Business Presentation. Certain short term and temporary business opportunities that do not involve access to caller personal or credit information may not require a background and/or credit check. If that is the case, applicants will be notified in advance, and will not be asked to pay for the background and credit check.
Q: Why does LiveOps require a credit and background check?
A: LiveOps maintains some of the highest Agent standards in the industry. As a result, to become an Independent Contractors for LiveOps all applicants must pass rigid credit and background requirements. The fee for this background check is typically $50, but some clients require a more thorough background check as well as drug screening, and applicants may choose to pay fees that are significantly higher in order to participate in a particular program.
Q: I’ve received an invitation to certify for LiveOps, however it indicates that the background check fee is significantly higher than the amount stated on your website?
A: For certain programs, the client requires a more extensive background check that includes employment verification and drug screening. The fees for this screening are significantly higher than the fee for the LiveOps background check. If you have been invited to contract with LiveOps, and the fee on the invitation is higher than the $50 fee on the LiveOps website, your home based business has been invited to contract with LiveOps to provide services to one of the clients that require a more extensive background screening. It is every applicant’s option to accept or reject any invitation from LiveOps to certify to become an agent, and LiveOps attempts to fully disclose the terms, conditions, costs and fees associated with a particular invitation before any applicant begins the certification and background screening process. All agents who provide services to LiveOps are independent contractors, not employees, and this expense is the sole responsibility of the agent. Applicants will not be reimbursed for any part of this cost for any reason.
Q: If LiveOps receives a low credit rating for me, will I still be considered to become an Independent Agent?
A: A low credit rating will not automatically disqualify you for all call types.
Q: What are the requirements for sending the processing fee?
A: LiveOps will accept a personal check from applicants that has the applicant's name and address printed on the check. The check must also be signed by the applicant. LiveOps will also accept a money order, provided the applicant's name is on the money order.
Technical Requirements
Q: What are the minimum equipment requirements?
A: Offering services through LiveOps will require the following computer and software set-up to be provided solely at the Independent Agent's expense:
- A personal computer with at least a 1 GHz Pentium III processor or better.
- A minimum of 1 GB of RAM Memory.
- Windows XP (we do not recommend the Home Edition), or Windows Vista (see important information below).
- Internet Explorer 6 with Service Pack 2.
- Java 2- Version 1.5
- A minimum of one USB port (USB version 2)
- System configured in accordance with Microsoft's recommendations as outlined on their 'Protect Your PC Web Site." These steps include:
- Windows Update module enabled and configured to update automatically
- Windows standard firewall enabled on systems where it exists
- Anti-Virus software installed and configured to automatically update (please refer to Microsoft's web site for instructions on securing your system)
- Microsoft also has free anti-spyware that is very effective in killing spyware. It can be downloaded for free at http://www.microsoft.com/athome/security/spyware/ software/default.mspx
- Ad-Aware installed and run at least once per week. You can get this tool at no cost at www.lavasoft.com
- A monitor capable of displaying at least 1024 X 768 pixels
- A sound card installed
- Speakers or headphones
- Printer
Important information about Windows Vista :
Although Windows Vista is compatible with the LiveOps system, there are some VPN issues which our vendors are addressing. This means that as an Independent Agent, you will be able to participate in most (about 95%) but not all Programs. The hardware system requirements for running Windows Vista are higher than XP.Q: Can I use an Apple Macintosh computer?
A: Apple Macintosh computers are not currently compatible with the LiveOps system.
Q: What are the internet connectivity requirements?
A: LiveOps requires either a DSL or Cable broadband connection. LiveOps will not support a satellite or dialup connection at this time.
Q: Can I use my home telephone to receive calls as an Agent?
A: No, a separate landline telephone provided for by you that is dedicated to your home business will be necessary. This line must only be used to receive LiveOps incoming calls. This line cannot be used for any other incoming or outgoing personal calls. LiveOps does require you to provide to us a separate contact telephone number (i.e. your home telephone or cell phone number).
Q: What is a landline?
A: A landline is a standard fixed telephone line which travels through a solid medium, either metal wire or optical fibre. This is distinguished from a mobile cellular line, where the medium used is the airwaves. Agents are required to use a landline for inbound and outbound calls. Other telephony technologies such as Voice over Internet Protocol (VoIP), cellular, cable, and satellite are not permitted.
Q: What are the specific requirements on the dedicated landline telephone?
A: The telephone must be corded, and be free from all features such as call waiting and voice mail. Cordless phones are not allowed.
Q: Will I need to call long distance?
A: Long distance will not be necessary.
Q: Can cell phones be used for incoming calls?
A: LiveOps will not support cell phones due to security reasons.
Q: Does LiveOps provide Agents with the physical tools to perform services?
A: No, as an Independent Contractor, you are responsible for providing and maintaining all equipment and outside services necessary to provide contracted services to LiveOps.
Q: Does LiveOps charge agents to use their technology?
A: At the present time, LiveOps does not charge Agents to use the basic Virtual Call Center technology.
Getting Started
Q: What deadlines should I be aware of?
A: The applicant businesses selected to join the LiveOps Business Presentation will have 7 days from the date of the invitation to view the online presentation.
Once applicants have returned required documentation to LiveOps, certifications must be completed within 30 days. (All certifications can be easily completed within a few days.)
Q: What topics are covered in the Virtual Business Presentation?
A: The 30 minute LiveOps Virtual Business Presentation will cover the necessary documents required to become an Independent Agent, and reinforce equipment and software requirements that are noted on the LiveOps FAQ page. The Presentation will also provide applicants with an overview of the business opportunities currently available through LiveOps and detail our Certification Process. It will also cover how the Independent Agent self scheduling system works, how Agents will invoice LiveOps for services rendered, and the resources available to Agents to build revenue for their home based business.
Q: How do I schedule time to accept telephone calls?
A: LiveOps issues scheduling opportunities for new agents twice a week. As an Independent Agent, you can commit to half hour time slots that fit into your schedule. The scheduling process will be covered more thoroughly in the Virtual Business Presentation.
Q: I am a former LiveOps Agent. How do I reactivate my independent contractor status?
A: LiveOps will not reactivate an independent contractor status. It will be necessary for former contractors to reapply, complete a new background and credit check, sign a new contract, and submit the $50.00 fee to cover the costs of the new background and credit checks.
Life as a LiveOps Contractor
Q: Can other people take calls under my LiveOps account?
A: For security and contractual reasons, all individuals receiving calls must be certified and must have their own VSR number. If your business wishes to contract with other agents, they must be paid by you, and must have completed a LiveOps Independent Agent Qualification form, be 18 or older, go through the LiveOps screening process, including passing background and credit checks, sign a LiveOps Independent Contractor agreement and all other necessary paperwork, meet all minimum system requirements, receive a VSR number, and complete all certifications in the timeline and manner LiveOps requires.
If anyone accepts calls using another agent VSR number, both Agents accounts will be subject to termination.
Q: When is the heaviest call volume?
A: For new Agents, the most opportune times to generate revenue are Friday, Saturday, and Sunday. Each type of call will drive heavy call volume during different time slots. For example, Food Service calls are heaviest during Friday and Saturday evenings.
Q: Can I work when I travel or while I am on vacation?
A: LiveOps requires that Agents receive calls only on the dedicated business line. Calls will not be rerouted to any other number
Q: I will not be able to take calls for an extended period. Will I lose my status?
A: Your independent contractor account will remain active until you have not taken a call in 42 days.
Q: Does LiveOps reimburse Agent expenses?
A: No, all agents are independent contractors are responsible for their business expenses. It is an agent's responsibility to pay for the equipment and materials to maintain their home business.
Q: Do all agents receive the same call volume?
A: No, the volume of calls that an Agent receives will vary based on a variety of factors. Agents that "commit" to being available during peak television infomercial and commercial time slots will obviously have a much better opportunity to receive additional calls. Additionally, LiveOps has a proprietary call routing system which routes calls based on, but not limited to, Agent's performance, commit performance, talk time, and average order.
Q: How can I generate additional revenue?
A: Agents have a variety of options to increase their revenue from LiveOps. As noted above, commit performance, efficient talk time, and increased average order size will probably receive more calls. LiveOps will offer sales fees and /or performance incentives for specific time periods. Finally, some clients provide Agents with additional sales opportunities with enhanced earnings potential. Agents can self-schedule themselves to programs matching their program skills.
Q: Is it possible to lose my certification?
A: Agents can lose their certification and have their Independent Contractor Agreement cancelled if the contract terms are violated.
Q: Can LiveOps unilaterally terminate my Agent relationship?
A: An Agent's Independent Contractor Agreement will not be terminated by LiveOps provided the terms of the Agreement and the published standards are fulfilled, and as long as an Agent remains active. LiveOps determines "active" to mean taking a minimum of two calls every 42 days.
Q: Can I employ others to work for me when I become a LiveOps Agent?
A: Yes, you can employ others to work for your business. Any individual that takes calls must be at least 18 years of age, complete the LiveOps Independent Agent Qualification form, provide all documents and information we require, and certify for selected programs within 30 days of the creation of their Agent account.
Q: Can I take calls from a different location other than my home office?
A: If you are making a permanent or long-term move, you may transfer your account to a new office provided it meets LiveOps' equipment standards.
