Unsurpassed Flexibility and Rapid Mobilization
LiveOps provides a virtual scheduling "marketplace" that allows agents to proactively schedule themselves to work around their availability and to choose a schedule appropriate for their own time zone. Our innovative, pull-based system, offers agents the flexibility to schedule themselves in 30-minute blocks. This flexibility dramatically decreases turnover.
Our flexible scheduling model makes it easy to handle unexpected spikes in call volume. Independent agents are alerted via cell phone, text message, email, and voicemail broadcast when more agents are needed in a hurry, and those that are available can choose to log on to receive calls.
We put the agents in the driver's seat by proactively providing them with real-time information about their performance and use our patent-pending Results -based Routing technology to ensure that the top performers answer the majority of the calls. Agents can also see how their scores compare to other agents, creating a healthy sense of competition and providing incentive for improvement.
One hundred percent call recording, combined with real-time monitoring and performance tracking provides you with unsurpassed visibility into key aspects of your campaigns in real time. LiveOps performance-based routing lets you ensure that the best agents take the majority of your calls. And performance metrics and routing criteria can be customized on the fly by business users, so you can have insight into every aspect of your campaign in real time.
