What does a company which helps prevent Identity Theft do after becoming the only company in the industry with an ISO 27001 certification for data and operational security, backing its service with a million-dollar guarantee, advertising its CEO Social Security Number in National Advertisements, and buying a 5,000 square foot facility only to outgrow it in four months?
Simple. It gets another brainwave and ties up with a hosted contact center solution provider to increase its agent capacity, security, control and results without incurring the increased cost and complexity of additional facilities and equipment.
LifeLock the company famous for giving out its CEO’s Social Security Number in National Advertisements as proof of the security they guarantee – has tied up with LiveOps Inc, the leader in distributed contact center technology and services. LiveOps is essentially a Hosted Call Center Provider, making available enterprise-scale distributed call center infrastructure to businesses and companies unable to afford the high cost of building and maintaining an in-house Call Center. What sets LiveOps apart from traditional contact centers and contact center technology providers is the way it combines Broadband, VoIP, Web Communities and Online Marketplaces to provide solutions that allow greater flexibility, quality, scalability, control and cost-savings than their contemporaries’. The tie-up with LiveOps will enable LifeLock to distribute its call center agents in company offices as well as their own homes. For a company growing as rapidly as LifeLock, LiveOps’ Hosted Contact Center is just the tool needed to allow sales to keep pace with the rapid expansion, and just in case the company outgrows its call center agents, and urgently needs more for a short-term duration, LiveOps’ own network of 10,000 experienced agents have been trained to “quickly represent your company in an effective and professional manner.”
In a way, it’s amazing how LiveOps Hosted Contact Center Platform fits so snugly into LifeLock’s own security and expansion platform. LiveOps’ Platform has been specifically designed to support work-at-home agents, while maximizing call center security at the same time. Basic logic tells us that LifeLock will have an easier time expanding if it has more agents under its belt (not an issue, considering LiveOps support for work-at-home agents) to handle its ever-expanding customer base, while LiveOps ability to record and track every call made by every agent from any location on a dynamic basis on a manager’s desktop will ensure minimization of expansion associated risks – especially those related to the work-at-home and otherwise agents’ credibility. The Platform also provides innovative agent performance management, and includes privacy and accountability features to ensure LifeLock retains its ISO 27001 security certification.
It’s a win-win situation for both companies, and of course, for the ultimate customer. LifeLock has selected LiveOps’ comprehensive Hosted Contact Center Solution to power its own Contact Center Operation, and so far, I only see a bright journey ahead for both of them, and a young Contact Center Agent telling a customer to Live Life, and let them Lock the Ops.
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