Teleservices Optimized for Results

Industry-leading Speed to Lead

How quickly an agent can call back a lead to qualify and move them through the sales cycle is known as “speed to lead,” and by partnering with LiveOps you have access to home-based independent contractors who are ready to handle those inquiries—so you can be ready to strike while the iron is hot.

When following up on an online inquiry, response time has a direct impact on sales conversion rates. When a prospective buyer is shopping online, he or she typically fills out more than one online inquiry form. If an agent can respond to that inquiry within the first 5 to 10 minutes, conversion rates can increase by up to 50%. By being the first company to respond to a prospect, you can rapidly shut out the competition.

Instantly Respond to Growing Needs

Both the LiveOps On-Demand Contact Center Platform and LiveOps call center services can scale as your business needs change. Because our services are available on demand, we can scale with your needs in direct correlation to sales peaks and valleys. And when you need to expand the number of agents to respond to business growth, we can quickly identify and add high-performing agents with the specific qualities and skills you need, certify them if necessary, and help you grow your business.

•	Results-based routing and “lead distribution” to agents – enabling LiveOps to assign leads to the most appropriate agents so the best people make calls to your target prospects
•	Targeted agent sourcing, scheduling, and certification – agents with the optimal qualities and skills make your calls, and they are certified (through distance learning) to represent your business effectively, and service levels meet your needs

Excellent Agents Plus Robust Technology Equals Results

Using the integrated functionality of the LiveOps On-Demand Contact Center Platform, each independent agent is empowered to uniquely handle sales opportunities based on your objectives and requirements. Leads are assigned to agents based on their business results. And because each agent is fully in charge of his or her own business, they are highly incented to provide excellent service and results on every call.

The LiveOps On-Demand Contact Center Platform supports outbound teleservices with state-of-the-art, integrated processes and tools that give you greater visibility and control over agent performance and campaign results.

•	100% call recording – so you can instantly monitor live calls, as well as access any call history for auditing and analysis purposes
•	Fully integrated dialer functionality (preview and predictive) – enabling agents to click to dial so they can make more calls in less time
•	Custom lead management – for example, using batch files or XML real-time postings, so that leads are distributed in real time, not at the end of the day or week so that they grow stale
•	State-of-the-art, real-time reporting – allowing you to view and analyze all call-related information (such as speed to answer, average handle time, call disposition codes, and hold time), as well as agent-, program-, and campaign-related information
•	A dynamic, web-based scripting environment – enables team to quickly implement and optimize scripts
•	A script testing environment – compare the effectiveness of different offers, scripts, and more to improve outcomes