![]() ![]() All the agent needs now is a browser, a laptop or desktop and a headset to talk into. We got rid of the phone, the actual phone. #Callcenter liveops com softwareWe sell software to manage that call center - we call them contact centers - in a much more efficient fashion. ![]() They were only ready to handle phone calls. They’re tweeting that they’re unhappy and call centers were not ready. Q: What is LiveOps doing that’s different from the stereotype of a call center staffed with people wearing head sets, listening to angry calls all day long?Ī: All those agents are sitting in a cube with all this complicated technology - four or five screens - in front of them that’s all optimized for a phone call. The interview has been edited for length and clarity. "They seem to be the beneficiaries of the current fluctuations in demand.Beard sat down recently with this newspaper in LiveOps’ Redwood City headquarters to talk about how call centers can use technology and social media to turn angry complaints into happy customers. "Capacity to process unemployment claims is unlikely to continue once the economy gets started again and the population goes back to work."īusiness process outsourcers "are well-versed in scaling up and down based upon economic conditions and demand for customer support," Stockford said. "Any expansion is likely to be short-term," he said of the call center demand. The surge in demand has happened in the last six weeks, Stockford said. Paul Stockford, president and chief analyst at Saddletree Research Inc., in Scottsdale, Ariz., which conducts research on contact center and customer care industries, said there "has been a surge in demand for customer support for a number of government segments, such as unemployment benefits processing, and in verticals such as financial services" because of low interest rates. ![]() "Job seekers will continue to look for remote opportunities, and companies will offer them to get access to a wider talent pool and reach top candidates."īeyond the SBA, the government sector continues to see call center growth. In 2020, call center roles are still being posted to the jobs site, but the number of jobs has fallen below the 16-month average at 3,000 to 5,000 each month.Īlthough overall demand is past the peak, "there are still opportunities for job seekers looking to fill these positions," said Liz Cannata, senior manager of HR operations at CareerBuilder. Ray Bjorklund, president of government IT market research firm BirchGrove Consulting LLC in Potomac, Md., said "it is indeed impressive when a company can ramp up hiring that quickly." He added, "However, the devil is in the details: The contact center employees must be trained in what the statutes permit and in the evolving processes for making these tranches of money available."Ĭall centers are one of the areas that are still hiring, but the hiring rate is below pre-pandemic levels, according to data from CareerBuilder LLC, an employment talent acquisition firm.ĭemand peaked in July 2019 when 10,000 new call center jobs were posted, according to CareerBuilder. Liveops said that about 3,000 of its agents "selected SBA as a program they decided to support." ![]() "Agents can get up to speed in a matter of hours," he said. The efforts included building a single online FAQ resource, which is continually updated. Within 24 hours of receiving the contract, Hanover said, Liveops had created online self-paced training content for its workers. Hanover said it worked with the SBA "to collect program details and anticipated questions" about the SBA assistance program. Liveops also has self-paced training for new hires. Prospects can watch videos about the jobs and join live online sessions to ask questions about the work. To help improve the success of its hires, it works "to share as much as we can in terms of being realistic about what the work is," Hanover said. "This is high-volume sourcing," Hanover said. ![]()
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