SlideShare a Scribd company logo
Uncover significant differences in agent quality—
and how this affects customer interactions
Call center agents
vs. virtual agents
How a flex workforce can transform your business:
Your brand wants:
• Scalable workforce
• Brand avocates
• Reduced costs
Liveops agents deliver:
• Flex daily/seasonally
• Top notch, certified talent
• Works via pay-per-use
Customer result:
• Excellent service every time
• Buys more, returns again
• Satisifed & loyal
$2b+
CLIENT REVENUE
GENERATED
33%
MORE REVENUE
PER CAMPAIGN
20k
INDEPENDENT
VIRTUAL AGENTS
114m+
CALL INTERACTIONS
HANDLED ANNUALLY
learn more at www.liveops.com
Liveops delivers:
1
Attended college
2
Geographical constraints
4
5
Staffing efficiency
6
35% 81%
Average age
Ongoing soft skill &
performance development
23 years 38 years
5
15
Yes, they are
nationwide
No, they are local, within
driving distance of the call
center building
Unlikely Yes
Years of work experience
3
Call center agents Virtual agents
23 years 38 years
Sources: Frost & Sullivan; Liveops Agent Survey 2017
Fixed Flexible
Source agents
nationwide
Local agents only,
within driving distance
of the call center

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Virtual Agents vs Call Center Agents

  • 1. Uncover significant differences in agent quality— and how this affects customer interactions Call center agents vs. virtual agents How a flex workforce can transform your business: Your brand wants: • Scalable workforce • Brand avocates • Reduced costs Liveops agents deliver: • Flex daily/seasonally • Top notch, certified talent • Works via pay-per-use Customer result: • Excellent service every time • Buys more, returns again • Satisifed & loyal $2b+ CLIENT REVENUE GENERATED 33% MORE REVENUE PER CAMPAIGN 20k INDEPENDENT VIRTUAL AGENTS 114m+ CALL INTERACTIONS HANDLED ANNUALLY learn more at www.liveops.com Liveops delivers: 1 Attended college 2 Geographical constraints 4 5 Staffing efficiency 6 35% 81% Average age Ongoing soft skill & performance development 23 years 38 years 5 15 Yes, they are nationwide No, they are local, within driving distance of the call center building Unlikely Yes Years of work experience 3 Call center agents Virtual agents 23 years 38 years Sources: Frost & Sullivan; Liveops Agent Survey 2017 Fixed Flexible Source agents nationwide Local agents only, within driving distance of the call center