LiveOps

Customer service calls

• Sometimes, a customer just wants to pick up their phone and speak to a human. From the convenience of having questions answered quickly, to the need for more involved problem-solving, Liveops agents are there to answer your calls and help customers when they need it most.

Email response

• Email communication calls for a special kind of agent. Liveops agents are strong written communicators and natural researchers who know how to thoroughly research customer messages and clearly respond with the best solution.

Inbound sales

• Liveops leads the industry in inbound sales calls, handling 70% of all calls to the top direct marketing retailers in the United States. We can optimize your media investment by providing inbound customer care solutions that deliver the highest possible revenue for your campaign.

Outbound calls

• Telesales. Telemarketing. Market research. Whatever your end goal, Liveops cloud-based outbound call center solutions serve as the catalyst for peak performance, with experienced outbound agents who have the necessary skills to make results-driven connections.

Chat support

• Customers love online chat. Liveops agents capture your brand’s voice and tone while quickly and efficiently solving customer issues. They get an exceptional brand experience, and you get happy, loyal customers.

Email response

• Email communication calls for a special kind of agent. Liveops agents are strong written communicators and natural researchers who know how to thoroughly research customer messages and clearly respond with the best solution.

Inbound sales

• Liveops leads the industry in inbound sales calls, handling 70% of all calls to the top direct marketing retailers in the United States. We can optimize your media investment by providing inbound customer care solutions that deliver the highest possible revenue for your campaign.

Outbound calls

• Telesales. Telemarketing. Market research. Whatever your end goal, Liveops cloud-based outbound contact center solutions serve as the catalyst for peak performance, with experienced outbound agents who have the necessary skills to make results-driven connections.

Social media

• Social media is where your brand takes human form with your customers. It’s also where customers know they have a louder voice. Liveops agents understand the importance of timely, thoughtful responses in one-to-one interaction while the world is watching.

Business continuity

• Maintaining business continuity and excellent care for your customers is vital when the unexpected occurs. When you are stretched thin, you don’t need the stress of onboarding new team members, managing distance learning, or wondering how you manage performance. Putting the plan in place now allows your continuity plan to run seamlessly when you need to put it into action.

Secure scalable solutions

• The built-in elasticity of the Virtual Flex model allows you to scale up or down within hours' notice. No need to stress about the details, Liveops has you covered from workforce management to distance learning to managing quality and productivity. The Liveops virtual workforce transcends geography and can be at the ready to assist your customers when you need them. Its technology exceeds industry security standards so you know your customers are receiving exceptional experiences safely.

Recovery

• When the dust settles, it may take time to recover from the disaster. You may find different needs arise in these situations. Liveops is proud to have supported organizations when they needed it most – from helping families connect after Hurricane Katrina, or handling calls for Red Cross donations. We’ll partner with you to help you, your business, and your customers get back on their feet.

Content moderation

• Liveops agents have a keen eye to protect your brand’s digital footprint – from reputation management to social media moderation.

Data management

• With extreme attention to detail can enter, transcribe, cleans, aggregate and your data so you feel confident that you’ve got accurate data, when you need it.

Billing and finance support

• Processing payroll, billing, and other financial tasks are completed in a secure environment with trusted and reliable agents.

Case management

• From processing paperwork and completing claims can be time-consuming, especially if several agencies are involved. Dedicated Liveops agents that will get the job done.

Proxy solicitation

• Collecting proxy votes ahead of a shareholder meeting is a crucial, yet time-consuming step in business operations. Professional agents will connect with your shareholders to ensure they’re ready to provide their input by your deadlines.

Billing and finance support

• Processing payroll, billing, and other financial tasks are completed in a secure environment with trusted and reliable agents.

Transcription

• Our skilled and results-driven agents transcribe your audio recordings and videos so your team can concentrate on how to best use them.

The right qualifications

• Liveops’ entire agent model is built around work-at-home independence, attracting candidates who are more energized and motivated to perform. Without geographic limitations, we’re able to attract agents with specialized skills to fit the needs of your business. They have the entrepreneurial mindset that allows them to earn a living while being their own boss.

The right size

• Liveops sources across the US to identify agents that fit your needs. Thousands of agents across the nation are at the ready, and we are consistently onboarding agents to meet unexpected resource needs. When your business has a need for experienced resources, we have the appropriate agents.

The right fit

• Each week, thousands of new agents apply to Liveops. Agents are engaged through a process to review and select opportunities, identify skills, and certify before opting in to a program. Then they complete a program-specific blended learning program to ensure they are knowledgeable and stellar brand ambassadors before taking calls.

The right network

• Agents may be self-employed and working from their homes, but they are not alone. Liveops Nation is a community that allows Liveops agents the chance to network, ask questions, and create connections with other agents.

Distance learning

• Our team has perfected the art of distance learning that addresses a variety of different learning styles and improves an agent’s speed to proficiency. A well-rounded learning program is powered by the innovative team of Liveops instructional designers, media developers, and facilitators that manage every step of the way.

Program development

• Liveops works closely with you to develop program certification materials, often leveraging your existing content. We deliver a blended solution, combining performance-based and instructor-led learning, depending on your needs.

Agent certification

• Agents are required to complete certification before they begin taking calls. Through access to our award-winning eLearning content, they learn the details of your brand and are tested on their knowledge. After agents complete certification, they continue to have access to their courses if they need a refresh.

Nesting

• We’ll develop a nesting plan that is customized just for your business. Our goal is to ensure that first call-taking occurs in a supportive environment, where facilitators are available to provide recommendations, answer questions, and help transition agents to their new program team.

Reduced risk over brick-and-mortar call centers

• According to the FBI Uniform Crime Report, forgery and fraud are 180% more prevalent in physical call center locations than work-from-home scenarios, and larceny/theft is a whopping 300% more prevalent.

24×7 data protection

• At Liveops, we take our clients’ data as seriously as its own. Ensures your corporate and consumer data is safe with us at all times.

Digital environment

• Agents connect to the systems using a secure software client that takes over their computer while they are working and controls the systems they are able to connect to. The session is encrypted end-to-end and activities such as downloading, taking screenshots, or capturing data are not allowed.

Fully-compliant facilities, networks and systems

• When you work with Liveops, your data is safe within the robust security architecture based upon the federal NIST standards.

Agent performance

• Liveops actively monitors and audits agent productivity, quality, and adherence. To encourage agent performance, it engage in real-time ranking and incentivizing, with high-performing agents rewarded with more scheduling opportunities. And when needed, recommended additional learning opportunities to improve agent performance.

Reporting

• They regularly calibrate with you to ensure agent performance aligns with your goals. As part of this process, it’ll report on stats and trends that mean the most to you, including call handling, quality, average handle time, adherence and other measurable attributes.

Optimization

• Virtual call center agent services aren’t set-it-and-forget-it. It’ll shift call routing or alignment based on trends or profiles. It can also offer incentives that target specific behavior or outcomes as a means to improve performance in those areas.