Live-Agent Launches New Virtual Contact Centre Model
Live-Agent UK, a new virtual contact centre (VCC) company, is challenging traditional outsourcers, bricks and mortar call centres and existing at home agent contact centres with a new model that combines the need for an ever-improving customer experience delivered at a lower cost. This challenge comes in the form of a new home-based working model for call centre agents as well as an award-winning and flexible technology platform. Live-Agent's VCC model is guaranteed to save on a company's existing approach.
Live-Agent is offering a new working model in response to the changing nature of today's working population by offering a new way of working that matches the desire for people to work more flexibly – both in terms of location, number of hours and the time of day those hours are worked. The model of home-based agents provides a completely flexible resource pool for customers that can be pulled from anywhere in the country; at anytime of day or night; for any amount of time required. Live-Agents are highly skilled and undergo an intensive recruitment process which is rarely seen in the contact centre space. This results in significantly lower churn – on average 15% compared to the rest of the industry, which runs at about 80%. This model of matching flexible resources to business customer demands means that Live-Agent intends to attract over 2,000 agents in the next two years. These agents will set up as 'Personal Service Companies' providing real variety and flexibility in work.
To operate this new business model, Live-Agent is deploying 'LiveOps' On-Demand Contact Center Platform'. This cloud computing based call centre platform provides a pay-per use solution that delivers enterprise grade reliability, security and scalability. Live-Agent will be building on the 'LiveOps On-Demand Contact Center Platform' with its systems integration capability and other value-added related services.
This new approach to contact centres breaks down the traditional model of capital intensive physical call centres with largely fixed overheads, to a cloud-based model supported by home-based agents, all on an operational cost basis. Businesses could use Live-Agent for a fully out-sourced contact centre but equally use it to complement an existing bricks and mortar operation by using a VCC to focus on overflow calls, off-peak times, seasonal spikes or disaster recovery. Live-Agent see the biggest growth opportunities in retail, financial services, e-commerce businesses, support service companies as well as the public sector. Whilst all seemingly diverse markets they share a common requirement – to meet the needs of a changing customer base more efficiently and effectively.
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