Option 2: Proven Home Agent Best Practices
You have the option of combining the LiveOps
On-Demand Call Center Platform and Application Suite with our home agent best practices – which we developed based on experience running the largest virtual call center in the world. This packaged expertise helps you successfully extend your existing call center using a virtual call center – or build a virtual call center – in just weeks. You will also receive two days of on-site training at LiveOps, where you will learn from experts who manage our 20,000-person home agent call center.
Home Agent Best Practice Highlights
Agent Selection and On-boarding
Powerful on-line tools can automate and speed the process of sourcing, screening and selecting the best agents from a nation-wide pool of applicants.
Agent Learning and Certification
On-line, self-paced materials and certification exams allow agents to ramp up quickly for new programs and enable real-time monitoring and progress tracking.
Self-Scheduling
Pull-based scheduling provides agents the flexibility to set their own schedule, improving morale and reducing turnover. On-line scheduling alerts enable real-time staffing for unanticipated spikes in call volume or simplified schedule reduction during slow times.
Workforce Management
On-line agent monitoring, multiple lines of communication and
merit-based incentives keep agents motivated and allow for
measurement and rewarding performance in real time.