LiveOps - Customer Service Training Team of the Year

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Company: LiveOps, Inc.
Company Description: LiveOps, Inc. is a pioneer in the contact center industry, with the largest U.S.-based network of more than 20,000 virtual, independent agents. In 2000, LiveOps started the journey to help establish the work-from-home model in customer service. Today, LiveOps is a leader in specialized, scalable, and limitless contact center solutions for retail, insurance, financial, and health/human services.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year

Nomination Title: Customer Service Training Team - LiveOps

Tell the story about what this nominated team achieved since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

With 700 courses, 200 overarching client programs, and on average, 500,000 lesson completions a year, LiveOps University is providing learning curriculum that is setting up our compassionate brand advocates for success when taking calls. This year our focus was on creating simulation modules to enhance the distance learning model that we offer our 20,000 geographically dispersed and independent agents. We identified an opportunity to not only provide agents more in-depth simulations, but more immediate feedback. The simulations that we created and continue to produce are providing agents with an opportunity to assess their self-learning in a controlled environment, and to simulate real-world phone interactions. Agents are able to practice their skills and apply their virtual classroom-based learning before taking calls.

How did we do all this? We incorporated objective based learning in our certification programs, which allows agents to select an objective to test, practice and complete a simulation, and see their scores as they complete each objective (this is featured in our supporting documentation). These simulation objectives are all perfectly aligned back to the client’s business objectives, their industry, and brand nuances so the agents can effectively administer their calls. While a typical call center might be hosting classroom sessions and conducting reading exercises, we offer our LiveOps Nation agents self-learning tools and provide a breadth of eLearning courses and simulations that span across multiple industries, clients, call types, and basic call center skill attributes.

What makes our LiveOps Nation agents so successful? Well, the simulations we offer are a perfect screening tool to ensure top talent, because throughout the simulations, agents are presented with questions and stopping points where they have to make decisions using soft skills. The simulations provide an opportunity to identify soft skills in the areas of empathy, tone of voice, the sales process, and when dealing with angry customers. Our simulations allow us to quickly identify agents who can provide optimal customer service during those transformational moments. While traditional learning can teach you skills, it is more difficult and sometimes impossible to teach empathy and compassion. This is what sets our agents and our certification programs apart from the competition.

With the new simulations, agents are performing better. We know this because we utilize a system called the customer experience, where we analyze factors such as how well our agents personalize the interaction on the phone, demonstrate active listening, and demonstrate customer empathy. Our agents have done so well in this department that their customer experience scores have increased by an average of 3% to a total 94%. That is a 2% increase over the client goal of 92%, something we are very proud of.

Because our independent agents work at home across the United States and schedule their own hours, we allow them to opt-in to the programs that they prefer, and they gain additional opportunities as a direct result of their performance for each client. LiveOps Nation agents can log in 24 hours a day and work at their own pace – setting up an opportunity to complete training faster and ensure empathy in every call.