The Challenge
AEGON Direct Marketing Services Inc. (ADMS), a leading direct marketer of life and supplemental health insurance, found themselves struggling with the high cost of recruiting and training licensed agents while handling traffic spikes from direct marketing calls for life insurance. They needed to handle traffic spikes while ensuring an 80% call completion rate.
The Solution
With LiveOps Talent in the cloud, ADMS could break free from the resource constraints of traditional call centers that limited their insurance direct marketing efforts, realizing a 30% lift in conversion rates. Imagine the possibilities when you have no more fixed overhead costs or geographic boundaries?
Benefits
Better skilled and engaged agents
LiveOps home agents are more educated and experienced than the traditional call center agent
Performance-based routing
improve conversion, upsell and cross-sell when calls are automatically routed to the highest-ranked agent
Faster deployment
get staffing instantly and provide immediate response to spikes in traffic
Reduced recruiting & training costs
get access to over 20,000 independent at-home agents from the LiveOps' Community — including over 600 licensed insurance agents
No geographic constraints
LiveOps is able to get the best talent without geographic limitations—and we’ve built a smarter and faster way to source them
Always-on reliability
LiveOps redundant infrastructure ensures no down time, ever
Real time monitoring
real-time performance analytics via weekly, daily, or hourly reports, as well as tools to adjust campaigns midstream to optimize revenue
We have the tools and data to understand what’s happening to sales in real time and adjust our marketing activities instantly to boost outcomes… as a result, we’ve already realized a 30 percent lift in our conversion rate…That’s powerful – and it’s why we foresee a successful, long-term relationship with LiveOps.
LiveOps Solutions:
LiveOps Talent™
A complete contact center outsourcing solution that lets you tap into the best at-home agents in your industry through cloud technology.
LiveOps Platform™
Behold the LiveOps Cloud Contact Center Platform. Multi-channel. Multi-featured. And proven to multiply customer satisfaction.
All LiveOps Products