Quality in the Cloud
The LiveOps Platform is designed from the ground up to maximize agent and campaign performance so you can meet – and often exceed – your performance targets. The fact that LiveOps consistently delivers up to 33% more revenue per campaign than any competitor testifies to the effectiveness of our performance-based operating model, which combines:
| • | An award-winning, cloud contact center platform that transforms customer experiences using a technology-driven approach. |
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| • | A community of 20,000 quality at-home agents who can deliver better overall customer satisfaction and business results. |
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| • | The Total Insight Performance System—TIPS—that provides comprehensive performance visibility and powers a closed-loop performance management system. |
Cloud Technology and Talent
First, we offer the lowest busy-out in the industry. Using unique dynamic routing technology, we can handle call volumes that would crash other call centers because calls are rerouted rather than blocked by busy ports. As a result, you don’t fall short on service levels simply because customers couldn't get through. In addition, because we have 20,000 independent at-home agents available in the cloud, we have enough independent agents to handle any volume of customer interactions faster and more efficiently.
Staffing and Scheduling
Equally important, using our cloud staffing model, you can accurately staff to handle the peaks and valleys of normal call volume. Our network of independent at-home agents can schedule themselves in 30-minute increments so that their availability maps to the peaks and valleys of your call volume. So in addition to maximizing your revenue (because more calls are answered), you can also improve customer service and reduce hold times.
Performance
But LiveOps does more than just ensure your calls get answered. Based on our Total Insight Performance System—TIPS—we help improve the results of independent at-home agents.
The most successful agents are intrinsically motivated to self-improve when they have real-time insight into their performance, combined with a system that provides:
- Significant rewards and incentives based on performance results
- Insight into how agents can improve on the campaigns they've opted in to support
- Self-service access to tools and resources such as chat, agent forums, certification modules, peer feedback
And, combined with our innovative Results-Based Routing, we can route customers to the agent that's best capable of handling that interaction.
Calls can be routed based on any attributes that you care about, such as average handle time, sales conversion rates, or first call resolution, and can be tracked in the LiveOps Platform. Using this routing technology, our data shows that up to 40% of incoming campaign calls are automatically routing to the top 15% of agents, which dramatically improves conversion rates. We also allow for reserved seating so that you can ensure the highest performing agents are ready to take your specific campaign calls as they come in. These are a few reasons why we have order values up to 30% higher than other call centers in the industry.
LiveOps Talent allows you to leverage our performance-driven independent agent services and only pay for those resources used. So there's no up-front expense to reserve large agent blocks for underutilized time.
