Came across LiveOps today - a customer care/ support company - found an impressively innovative operations model that they work on.

Here’s what they do:

They recruit new call center agents who are asked to work directly from their home. They supposedly pays on call per se basis. They use a proprietory call-routing technology to route calls to the best agent out of the ones available at that time. They constantly keep on rating agents for this. Also, they commonly arrange sessions for exchange of know-how from these best rated agents to others. So, what are the advantages here?

- Cost savings since infrastructure goes nearly to 0 - no offices, etc.
- Best quality service based on call routing technology
- Comfort for agents/ employees since they get maximal flexibility
- Ability to reach good agents in remote areas who have mobility problems
- Innovative pay structure directly based on performance - pushes for performance and also minimizes load on company to pay low performers.
- Maximal location flexibility - you can have one employee in Bangalore while other in Buenos Aires to get the best mix of quality and cost savings on outsourcing.

But, I beleive there’s still more to look into before we can predict how successful a company adopting this module can be:

- How dynamic and correct is the ratings procedure?
- How accurate and advanced is the call routing mechanism?