|By Business Wire||
|April 22, 2014 11:01 AM EDT||
LiveOps, Inc., the global leader in cloud contact center and customer service solutions, announced today that long-time customer Ideal Living Management LLC is celebrating one decade of accelerating business growth with LiveOps Agent Services. LiveOps provides agent services leveraging a best-of-breed, cloud-based contact center platform and a remote, independent contractor-based talent pool of more than 20,000 at-home agents. Ideal Living is a product development incubator and multi-channel marketer founded in 1993 with worldwide sales of more than $3 billion. The Company focuses on products for health, wellness and personal care and is one of the top five companies in the direct response TV world.
Katie Williams, president and co-founder of Ideal Living Management LLC., stated, “Since signing on with LiveOps a decade ago, we’ve been able to truly optimize our contact center with highly trained LiveOps agents. We’ve driven purchase decisions like cross-selling and upselling through intelligent routing, and LiveOps agents are the best in the business. They not only maximize our per call revenue, they resolve customer issues and help us maintain good relationships with retailers who don’t have to bother with customer issues or returns.”
LiveOps agents must demonstrate that they have the requisite contact center and customer services skills before they will be eligible to contract with LiveOps to take calls for LiveOps’ clients programs. LiveOps agents are also required to successfully complete self-directed certification programs for the client programs on which they provide services. These qualification criteria ensure that the LiveOps community of agents has the right skill sets to assist customers with inbound and outbound queries. The LiveOps community includes sales agents who have demonstrated success in upsells which Ideal Living considers key to their success. Additionally, having highly qualified agents who are able to offer add-ons significantly affects the Company’s bottom line, as they have found an increase in conversions using live agents via phone rather than online. Through LiveOps Agent Services, Ideal Living is able to provide a personal customer experience to every customer, every time.
LiveOps independent agents are independent business owners who are accountable for their business’ success. LiveOps prides itself on having one of the lowest attrition rates in the industry because of the flexibility afforded to agents to manage their own home-based business, work from home and utilize award-winning self-directed certification and distance learning tools and technology, which ensures that LiveOps contracts with the highest-performing agents. Low agent attrition translates into less product certifications needed by Ideal Living for new agents, keeping costs low and product familiarity and agent satisfaction high. This higher agent satisfaction in turn lends to higher customer satisfaction. LiveOps Research found that 92 percent of consumers report that a customer service agent's perceived "happiness" has an impact on their customer experience with the brand. Happy agents lead to happy customers, resulting in better customer lifetime value for Ideal Living.
“Our decade-long relationship with Ideal Living speaks to the commitment that we make to each brand relationship,” said Sanjay Popli, SVP of Agent Services at LiveOps. “Our partnership with the Company is based on shared goals and confidence in each other to achieve these goals. By providing unmatched agent talent, extensive direct response experience and a clear understanding of each campaign, we have seen our partnership grow stronger over the years. We look forward to celebrating another decade of creating positive brand experiences for Ideal Living through our highly specialized talent.”
For more information on LiveOps, please visit: http://www.liveops.com.
LiveOps is the global leader in cloud contact center and customer service solutions. More than 350 companies around the world, including Salesforce.com, Symantec, Royal Mail Group, Ideal Living, and Amway New Zealand trust LiveOps’ technology to enable effective multichannel, social and mobile interactions with their customers. LiveOps' award-winning platform has processed more than 1 Billion minutes of customer interactions and managed operations for the largest US-based cloud contact center of 20,000 home-based, independent agents. With 10+ years of cloud experience LiveOps is the partner of choice for companies wanting to migrate to the cloud. Headquartered in Redwood City, California with European regional headquarters in London, LiveOps supports a wide range of industries including retail, financial, health care, insurance, and high tech. For more information, visit www.LiveOps.com.