liveops.comCall Center Services Liveops Inc

Asset 1 Industries Direct response Financial services Healthcare Insurance Retail Technology Telecommunications Travel and Hospitality Utilities Use Cases Customer Service Inbound Outbound Lead Generation Interactive Voice Response Distributed Learning Omnichannel Capabilities Omnichannel Program Development Talent Acquisition Learning Operations Security & Technology Resources Blog Call Center Assessment Case Studies eBooks Infographics Solution Briefs Videos Webinars White Papers Media Kit About News Agent Quality Contact Us Careers Community Contact Us Become An Agent Agent Login Platform login Apply now -- Group 2 Menu Industries Back Direct response Financial services Healthcare Insurance Retail Technology Telecommunications Travel and Hospitality Utilities Use Cases Back Customer Service Inbound Outbound Lead Generation Interactive Voice Response Distributed Learning Omnichannel Capabilities Back Omnichannel Program Development Talent Acquisition Learning Operations Security & Technology Resources Back Blog Call Center Assessment Case Studies eBooks Infographics Solution Briefs Videos Webinars White Papers Media Kit About Back News Agent Quality Contact Us Careers Community Agent Login Platform login Apply now -- The modern call center. Virtual. Flexible. Efficient. Our diverse network of virtual US-based agents working from home deliver unmatched talent, scale and flexibility. Enterprise Solutions Apply Now The modern call center isn't a call center. It’s a network of virtual, on-demand agents delivering unmatched scale and flexibility. Contact us -- Work From Home vs. Virtual Flex What's the difference, and which one is right for you and your business? Read More -- Five Tips for Sending Your Team Remote Important considerations for the new normal. Download Now -- Set Up Your Home Office for Success Get tips on technology to support your business. Read More Virtual call center services Liveops gives businesses access to an experienced, on-demand network to provide virtual call center services that can scale during high-traffic periods without missing a beat. We look past geographical limits to source our agents based on their skills, education and industry work experience, so you can rest assured that they’re prepared to represent your brand in the best possible light. Your browser does not support the video tag. What makes Liveops agents different? Deeper skills. Greater experience. Quality shows through in every interaction, delivering exceptional customer results. Compare Agent Quality How does Liveops help enterprises modernize their contact experience? Flexibility at scale Our network seamlessly flexes to match demand, whether time of day or seasonal spikes. Proven quality Our agents' industry backgrounds and greater depth of skill deliver better customer experiences. Controlled costs Stop wasting money on idle agents. Our pay-for-use agents are ready when you need them. -- Your browser does not support the video tag. Think outside of the call center box. Our network of 20,000 domestic agents isn’t limited by business hours or geography, so we can source the most qualified people, period. This drives flexibility at scale that can transform your customer service. Show me how Significant differences in agent quality, decoded: Call Center Employee Work From Home Employee Virtual Flex Agent cal Average age 23 30 38 college Attended college 35% 70% 81% work Years of work experience 5 8 15 cost Cost basis Hourly, Fixed Hourly, Fixed Per minute, Flexible pool Talent pool Varies Varies Nationwide skill Ongoing skill development Unlikely Unlikely Yes larceny Larceny/theft risk Brick and mortar risk is 300% more prevalent than agents working from home. forgery Forgery/fraud risk Brick and mortar risk is 180% more prevalent than agents working from home. Sources for call center/work from home data: Frost & Sullivan. Sources for crime risk: FBI Uniform Crime Report. Sources for virtual flex agent data: 2017 Liveops Agent Survey. cal Average age Call center employee: 23 Work from home employee: 30 Virtual flex agent: 38 college Attended college Call center employee: 35% Work from home employee: 70% Virtual flex agent: 81% work Years of work experience Call center employee: 5 Work from home employee: 8 Virtual flex agent: 15 cost Cost basis Call center employee: Hourly, Fixed Work from home employee: Hourly, Fixed Virtual flex agent: Per Min, Flexible pool Talent pool Call center employee: Local only Work from home employee: Varies Virtual flex agent: Nationwide skill Ongoing skill development Call center employee: No Work from home employee: Unlikely Virtual flex agent: Yes larceny Larceny/theft risk Brick and mortar is 300% more prevalent than agents working from home. forgery Forgery/fraud risk Brick and mortar is 180% more prevalent than agents working from home.. Our customers trust their customers to Liveops agents. We’ve reinvented the customer service model—cutting out idle time and overhead—and led the industry in flex agent service for more than 18 years. Here’s what people are saying about us. News stories JoAnn is a real Liveops agent, a veteran, mother of three, and has 10 years of sales experience. Liveops has exceeded our expectations in all areas. Their ability to effectively scale to meet our call volume demands while maintaining a high level of performance is second to none in the industry. Vice President, Media Company $2b+ Client revenue generated by Liveops Each Year 33% More Revenue Per Campaign 20k Independent Home Agents 114m+ Call Interactions Handled Annually 2 Minute Read Group 2 Year: 2007 A bad economy delivers an unexpected surprise: high-quality candidates for call center agents. Over-qualified agents deliver top CSAT and NPS scores and increased customer loyalty. Year: 2017 A good economy delivers an ugly side effect: more desirable jobs hire away top call center talent. Result? A lower-caliber workforce prone to turnover and inconsistent results. Call centers are driving customer service to extinction. Why? Because they’ve failed to evolve. What worked decades ago doesn’t work today. Let’s talk talent. The average brick-and-mortar call center agent is 23 and has five years of work experience. One-third of agents have attended college. Contrast them with flexible workforce agents—their average age is 38, with 15 years of work experience. 81% have attended college. Getting quality—consistently What do you get when you hire workers with little maturity or experience? Etiquette, punctuality and soft skills are lacking—and so are customer satisfaction scores. Hire, train, repeat With 85% to 140% average annual turnover at call centers, revolving doors are standard. So is the wasted time and money. Huge attrition means call centers are constantly paying to train employees they won’t keep. The shallow talent pool The average agent drives just 12.5 miles to a call center job. That means slim pickings for talent from the local workforce. Paying for idle time Call volumes run in peaks and valleys. Over-staffing equals wasted time and money, while under-staffing a creates cranky customers on hold or missed sales. Rock, meet hard place. Morale? What morale? Call center employees are not bad folks, but traditional call centers are designed to bring out the worst in them. A heavy-handed focus on utilization rates kills morale and that dissatisfaction rubs off on customers. Enough with the old way. So long, prehistoric. Goodbye, Jurassic call centers. Hello, Liveops. Learn how to evolve your customer service organization beyond traditional call centers with this whitepaper. Agent quality: Compare traditional vs. modern agents Fill out this form to receive this premium resource: Close 2 Minute Read Group 2 1990s: Just-in-time manufacturing It changed the way companies manage inventory by allowing volume to match demand with less risk and waste. 2000s: The digital revolution It connected everyone to information—and each ot...