Our professional approach

Our virtual contact centre means the end of long deployment cycles, huge capital investments, and costly support contracts. You are able to access capacity and software via a standard Web browser and fully integrate the Live Agent platform with your existing systems. This seamless integration requires little or no up-front investment and enables you to get full value from your existing applications. continue reading

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Live Agent

Security

The Live Agent platform is used to operate the world's largest virtual contact centre using our own, on-demand, SaaS-based technology. So we have first-hand experience managing the pressures, complexities, and security risks of day-to-day contact centre operations. This puts us in a unique position to provide best practices for remote contact centres.

The Live Agent platform delivers enterprise standard security and guarantees 99.99% availability.

Our security layers include:

  • Independent platform certification by industry third parties
  • Network security: multi-layer firewalls, access control lists, data integrity systems, and intrusion detection systems
  • System and application-level security: secure, segmented, role-based authentication
  • Data security: enterprise level encryption and Secure Sockets Layer (SSL) technology
  • Agent-level security: agents provided with a secure, virtual encrypted workspace. No "copy-and-paste", no printing or saving data to removable drives.

We're constantly developing new functionality to simplify the job of managing agents, routing calls, driving performance, and enhancing security. After all, with our market-leading solution powering our own contact centre activity, we rely on the platform just as much as our customers.

We also leverage our experience to develop and share best practices, so our customers can use the platform and its accompanying application suite to achieve new levels of service and operational efficiency.

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Agent Selection

The Live Agent platform is used by over 20,000 independent, at-home agents to handle hundreds of thousands of calls per month.

Live Agent is not bound by geographical limitations when recruiting the most talented agents available. Our virtual contact centre model means we are free to attract and contract with the very best independent at-home agents across the whole of the country. Imagine the advantage if, for instance, you needed to source agents with a particular regional dialect.

Our community of agents really are the best in the business. That's because prospective agents are put through such a rigorous selection process that analysis shows less than 5% of applicants are successful.

What sets our independent at-home agents apart is this unique combination:

  • Higher education: 65% have a university degree or better 
  • Specialised skills and training: large community of specialised professionals and regional accents
  • Loyalty: Live Agent's independent agent attrition rate is less than 15% per year - the lowest in the industry.

The Live Agent platform also provides a dedicated training area called Virtual Campus, which provides its community of independent contractors with on-demand access to industry-leading eLearning modules and stringent certification tests. This ensures each independent at-home agent understands how to best promote your company and its offerings.

We work with you to develop custom eLearning courses and collaborative learning sessions that are aligned with your key business objectives.

Our self-paced, blended learning approach to eLearning appeals to all types of people. That's because it allows the individual to choose which sessions they want to participate in and learn at their own pace, when they are most ready to learn.

This model dramatically improves their understanding and retention of information and provides agents with an opportunity to practice newly acquired skills.

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