On Internet Business

LiveOps – the future’s bright, the future’s cloud computing?

Posted by Michael under Business Growth, Entrepreneur Resources

Cloud computing is a term that LiveOps believes will become one of the biggest buzzwords in business in the next few years – but right now, almost nobody really understands what it means.

Essentially, LiveOps is callcentre outsourcing made huge. Really huge. By using a virtual call centre with a massive platform, the LiveOps system picks the ‘best’ available call agent – based at home – to answer each individual call.

The difference scalability makes

Imagine you have a new product – something at the cutting edge of technology. Your customers want instant support for their investment in your product. Or maybe you offer an upscale service, and your customer base feels entitled to 24/7 interactivity with your organisation. Or perhaps yours is just an old-fashioned retail business that prides itself on giving excellent service when the customer needs it. Whatever your support scenario, it’s an expensive process to meet the expectations of a customer base.

On the other hand, using the LiveOps platform means that the best available operative picks up the call from your customer, or potential customer, at any time of day or night, whether it’s a public holiday where you’re based or not, and you only pay when the customer calls – no down time, no double rates for unsocial hours, no sick pay or lieu time to cover … you don’t have to do the scaling, LiveOps does it for you. So if you get national TV coverage for your cool new computer game, you might have fifty agents fielding calls, but if you get zip publicity, you don’t have fifty staff sitting by silent phones at your expense.

The workforce wins too

And while that all sounds fantastic from the entrepreneur’s perspective, the agents are beneficiaries from the system too. Individuals can schedule their work to suit themselves; they are not stressed by commuting and workplace relationships such as bullying and favouritism, love affairs and other personal situations that develop between individuals trapped in the same building for long hours; and above all, their career is more secure because they are not at risk of the form of redundancy that follows from a business finding that premises costs are one of the biggest drains on cashflow and therefore having to decide whether to close a call centre, making many people redundant.

The way LiveOps puts it is that companies can choose to ‘lay off the buildings and keep the employees’ by using a cloud computing model. And it must work, because recent research suggests that employees on the ‘work at home’ call centre system are nine times less likely to quit than those travelling to work in a physical call centre. Not only that, but many people for whom working outside the home is problematic, such as those with health issues, stay-at-home parents with young children or adults caring for an elderly and demanding relative, can all benefit from employment in cloud computing, giving them a career and providing clients with a dedicated, high-calibre workforce.

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