Agent Management Application
The LiveOps Agent Management application - part of the LiveOps On-Demand application suite - places all of the tools that your call center administrators need to be successful at their fingertips. At the same time, it simplifies the management of even the most diverse, distributed agent community. You can choose to oversee a workforce of employees that are in a call center or who work from home, or you can choose to contract with a community of independent business owners as LiveOps has done.
With the LiveOps On-Demand Agent Management Application, you can do the following:
Implement Virtual Recruiting
and On-boarding
Now you can automate, monitor, and track all phases of the sourcing, screening, and on-boarding process, including background and reference checks; phone manner, personality and behavioral, and reading comprehension tests; voice tests; and even screenings to allow agents to choose those programs that best match their strengths. Automation of these and other back-office activities allows your company to source a large number of high-quality agents quickly - and do so with only a small set of resources managing the process.
Establish Virtual Certification Processes
With the LiveOps' Agent Management Application, your business can use e-learning solutions to ramp up hundreds of agents simultaneously on new programs - and do so from home (or on site) and at times that are convenient for them. There are no physical and people logistics to manage, so your company can focus on developing the highest quality content possible. You can also develop materials that take into account different learning styles - for example, by creating materials that present the same information via documents, video, and FAQs. And finally, you can build in certification tests that accurately assess comprehension (as compared to "training" where agents sit through instruction but are not required to demonstrate that they understand and can apply what they learned). By leveraging LiveOps' online e-learning environment, you also gain the flexibility to roll out new marketing programs quickly and cost effectively, as agents can be trained to support them quickly.