Call Center Operations and Management

Liveops strives to instill excellence in every program that we handle for your business. We go to great lengths to stay attuned to your business needs and leverage best practices and processes, often pioneered by us, to sustain performance. This also helps us maximize the potential of your call center capabilities. Our call center operations services provide businesses with the tools they need to succeed in the modern marketplace.

Workforce management

Liveops helps improve the accuracy of your forecasting by leveraging a combination of historical call volume, seasonal trends, media spends or promotional information to develop a forecast for every half-hour block of the day. Our distributed model is able to easily support a 24x7 schedule, meet non-standard schedule demands, accommodate last-minute schedule changes and scale aggressively to support call volume spikes and unexpected activity.

Quality management

Liveops offers a flexible quality monitoring service that listens and scores for accuracy, tone, clarity, preparedness and any other criteria that is important to you. Each agent is ranked in real-time by their performance against these criteria and is rewarded for their performance with more calls and opportunities. You have complete visibility with access to data on all calls so that you can monitor engagement and make the most informed business decisions.

Program management

Liveops takes a partnership approach with all of our clients. Our client services and community teams have adopted best practices in working with clients and managing our virtual community of agents. Our goal is to ensure expectations and requirements are clearly communicated and all aspects of your program are a success. We work with you to tailor the program to your specific needs and business goals.

Get started with Liveops today.

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