WS Live Operations
Our operations team is highly respected by our clients as well as our agents. They are an experienced,
results-oriented team. Not only do our managers have diverse backgrounds from many different types of
call centers, but they also have a wide range of experience of the critical elements within the call
center. Our streamlined operations team can assist you with solid statistical analysis, incomparable
traffic management, and superior implementation planning.
Account Management
WS Live’s Account and Program Managers are the center of our operational excellence, serving as
the single point of contact for simplified communications. Account managers are tasked to:
- plan and coordinate the successful implementation and completion of profitable, high quality
projects that are in alignment with your specifications
- meet client objectives through leveraging their experience and outstanding knowledge of
operational procedures
- ensure complete training, focused operations, and
superior quality
- suggest changes and alert the client of potential
problems, extra costs, or added benefits
- act as the on-site client advocate and provide constant
evaluation of the program
Floor Management
WS Live has a dedicated team to control and improve all call
center activity. Our systematic process for floor management
ensures a dedicated, driven agent team with a focus upon
efficiency and effectiveness. Call center managers handle all organization,
direction, supervision and staffing.
The calling floor is physically arranged so that managers in the Call Management Center (CMC) can
view the entire floor. Our unique utilization of Traffic Managers and Supervisors provide for
unparalleled efficiencies in call center operations. Mobile Supervisors monitor all activity on the
calling floor while communicating with the Traffic Manager. The Traffic Manager provides
Supervisors with the information needed to coach, motivate, and monitor live agents. Team Leads
are responsible for supporting the agents, answering questions, monitoring in real-time, providing
feedback, and ensuring excellence in execution. The Call Management Center (CMC) and Traffic
Manager also monitor agent performance, including answer speed, talk time, hold time, and close
rates.
Training
Training is key to providing high-quality service, and WS Live takes meticulous care to
professionally train all employees. Agents are trained through monitoring live calls, listening to
recorded calls, role-playing, classroom instruction, mentorship, and constant testing. After leaving
the classroom training session, Inbound and Outbound Agents are sent to a Supervisor or Mentor.
These unique training roles are specifically designed to drive the creation and maintenance of
skilled, professional, and efficient agents for your business.
Quality Assurance
WS Live has several tools available to continually monitor and ensure a high-caliber agent work
force. These tools include remote monitoring, digital recording, production floor monitoring, and
Call Management Software (CMS). The team of Quality Assurance Agents (QAs),
Trainers, and Supervisors monitor agents to ensure each client receives superior service.
Our quality assurance forms are designed through working with the clients and developing an evalution form
that accurately reflects the quality standards for your program. Our Validations Department listens
to recorded calls to check for accuracy, completeness, and validity of calls.
At WS Live, we are committed to providing cheerful, motivated, and productive agents to deliver the
highest quality service to your customers.