New outsourcer uses home-based agents

USING home agents, a new outsourcing company called Live-Agent UK says it can deliver quality service to client customers at a lower cost.

It says that its agents — who will set up as “personal service companies” — are highly skilled and go through an intensive recruitment process.  This results, it says, in a lower churn of 15 per cent on average.  Live-Agent says it intends to attract more than 2,000 agents during the next two years.

To operate the business, Live-Agent is using a cloud-based system called On-Demand Contact Center Platform, from a company called LiveOps.

Live-Agent says its service could be used as a fully outsourced call centre or for overflow calls, during off-peak times or seasonal spikes or disaster recovery.