Customer-centric utility providers think outside the contact center

Rain or shine—virtual flex customer service agents mean you’re always there for your customers.

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Maintain service levels during outages and emergencies.

Deploy a strategy that doesn’t include adding unnecessary overhead. Having access to a network of of talented, agile, independent agents provides elasticity and scale for the planned and unplanned peaks and surges associated with changes in weather patterns, billing cycles, intra-day/intra-week fluctuations and the day-to-day nature of keeping a residence or business humming.

Utilities sectors

Build trust with your customers. Outages and billing issues can lead to the most complicated customer situations, but with empathy-driven support agents, your customers will feel understood through the entire resolution process.

Be responsive. Plumbing and water issues can range from inconvenient to life-threatening and few things are scarier than a gas leak. Liveops agents have the tactful skills to remain calm with distressed customers, ensuring they take the appropriate steps for their safety.

Present clear options. From the start, customers' questions about their waste management services can really depend on their circumstances, making every service interaction a personal one. Through award-winning, customized e-learning and a depth of life experience, Liveops agents have the proven ability to clearly articulate solutions and educate.

Reduce agent burnout. Instead of spreading your full-time service team thin, leverage Liveops’ pay-per-minute to spread influxes of calls across multiple agents.

Present clear options. From the start, customers' questions about their waste management services can really depend on their circumstances, making every service interaction a personal one. Through award-winning, customized e-learning and a depth of life experience, Liveops agents have the proven ability to clearly articulate solutions and educate customers.

Reduce agent burnout. Our pay-per-minute model is perfect for spreading influxes of calls across multiple agents. This reduces stress on your full-time service team and reduces burnout.

Keep customers in the know. Sometimes service schedules change either temporarily or long-term. This can lead to an immediate surge in call volume that will eventually taper off. Liveops virtual call center agents for environmental service providers are a great resource for handling an influx in volume.

We drive results that help you service your customers.

Reduced Wait Times

50%

reduction in both wait times and abandonment rates.

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Scalability

350

During a major hurricane, Liveops deployed 350 agents in under 24 hours.

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Improved CSAT

5%

5% CSAT increase over existing teams in first 3 months.

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Customize your coverage—How we do it:

Liveops is a fully flexible model that offers agents the flexibility they want and gives utility companies the ability to aggressively scale up or down to support call volume spikes, unplanned activity, and demand forecast changes.

How do we do it?

DOWN TO THE MINUTE SCHEDULING

Liveops’ network of independent agents is fully elastic and ready to scale up and down to known and unknown spikes in call volume. Whether intra-day, intra-week, intra-month or event-related, our demand-based pricing eliminates the expense of non-productive time so you only pay for what you use.
Learn more about workforce management:

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INCREASED AGENT SPEED TO PROFICIENCY

Customized eLearning increases speed to proficiency by 40% compared with traditional classroom learning. Our process ensures agents are ready to support your customers and explain your services as well or better than an in-house representative.
Learn more about our award-winning eLearning:

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RELIABLE AGENTS WANT FLEXIBILITY

Liveops receives thousands of agent applications each month. Our virtual model allows us to find, attract, and retain the right agents, handpicked for reliability and experience in helping others problem solve and in explaining complex and sensitive information.
Learn more about workforce trends:

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Think beyond the traditional call center.
Build a workforce of top agent talent.

It turns out, workforce trends and customer satisfaction are more connected than you might expect. Our always-growing agent workforce isn’t limited by office space, commute times or 40-hour work weeks. Instead it’s optimized for skills and experience.

What does top talent look like?

Liveops isn’t for entry-level. Our virtual flex model attracts agents with three times as many working years as an employee at a traditional call center.

Liveops flexworker
Traditional call center
15+
<5

How experienced are agents? (years)

Liveops is built for agents to last. While traditional call centers report high turnover, Liveops agents report high satisfaction and many choose to do business with Liveops for years if not decades.

Liveops flexworker
Traditional call center
5+
<1

How long do agents last? (years)

Utilities contact center resources