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about=\u0022\/case\/liveops\u0022 class=\u0022case-study full clearfix case-details-page-wrapper\u0022\u003E\n  \u003Cdiv class=\u0022container-fluid case-details-block green-january full-width-wrapper\u0022\u003E\n    \u003Ca id=\u0022scrolltop_button\u0022\u003E\u003C\/a\u003E\n\n    \u003Cdiv class=\u0022row\u0022\u003E\n      \u003Cdiv class=\u0022col-lg-12 full-width-inner-wrapper\u0022\u003E\n        \u003Cdiv class=\u0022row\u0022\u003E\n          \u003Cdiv class=\u0022col-lg-12 btn-group\u0022\u003E\n            \u003Ca href=\u0022\/search\u0022 class=\u0022btn padding-5 insead-white green-december-text rounded-2 back-to-search-button\u0022\u003E\n              Back to Search\n            \u003C\/a\u003E\n          \u003C\/div\u003E\n        \u003C\/div\u003E\n\n        \u003Cdiv class=\u0022row\u0022\u003E\n          \u003Cdiv class=\u0022col-lg-12 badges-block\u0022\u003E\n           \u003Cspan class=\u0022green-june-text text-uppercase product-type-badges\u0022\u003ECase 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class=\u0022col-lg-8 col-md-8 insead-light-grey-other pb-4 full-width-inner-wrapper\u0022\u003E\n\n        \n        \u003Cdiv class=\u0022individual-main-block\u0022\u003E\n          \u003Cdiv class=\u0022page-content-tab\u0022\u003E\n                          \n              \u003Cul class=\u0022nav nav-tabs gradient-border-left-right\u0022 id=\u0022sortable_tab\u0022 role=\u0022tablist\u0022\u003E\n                \u003Cli class=\u0022active nav-item\u0022\u003E\u003Ca data-bs-target=\u0022#home\u0022 data-bs-toggle=\u0022tab\u0022 href=\u0022#home\u0022 class=\u0022nav-link active\u0022\u003EHome\u003C\/a\u003E\u003C\/li\u003E\n                                  \u003Cli class=\u0022nav-item\u0022\u003E\n                    \u003Ca href=\u0022\/ajax\/microsite\/43941\u0022 class=\u0022nav-link disabled\u0022 rel=\u0022tooltip\u0022 title=\u0022Only users logged in as Educators can access this page.\u0022\u003ERestricted Material for Instructors\u003C\/a\u003E\n                  \u003C\/li\u003E\n                              \u003C\/ul\u003E\n              \u003Cdiv class=\u0022tab-content\u0022 id=\u0022sortable_tab_content\u0022\u003E\n                \u003Cdiv class=\u0022tab-pane fade show active\u0022 id=\u0022home\u0022 role=\u0022tabpanel\u0022 aria-labelledby=\u0022home-tab\u0022\u003E\n                  \u003Cdiv class=\u0022addthis_inline_share_toolbox\u0022\u003E\u003C\/div\u003E\n                                      \u003Cdiv class=\u0022tab-content-block\u0022\u003E\n                      \u003Cdiv class=\u0022tab-subtitle green-july-text\u0022\u003ESummary\u003C\/div\u003E\n                      \u003Cdiv class=\u0022p-14 insead-grey-dec-text\u0022\u003E\n                        \u003Cp\u003E\n                          \u003Cp\u003EThe case is about a new type of contact center \u2013 the virtual contact center \u2013 that employs a geographically dispersed workforce in the cloud. Founded in 2000, in Fort Lauderdale, Florida, LiveOps\u2019 \u2018home-shore\u2019 business model combines a dual innovation: (1) it allows agents to work when they want and pays them only for the time they are serving customers, (2) it rewards its top-performing agents who handle the most calls with higher earnings. While originating as a cost-saving approach, the flexibility of the virtual contact center also responds to the challenges of matching demand for calls with the employee supply, which is typically impossible to predict.\u003Cbr\u003E\u003C\/p\u003E\n\u003Cp\u003EAfter Hurricane Katrina, the COO of the American Red Cross (ARC), Harley Jones, has to set up a contact center within hours to help storm evacuees connect with their relatives. He needs to evaluate three alternative types of contact center: the traditional brick-and-mortar operation, the offshore model, and the virtual service provider (LiveOps), taking into account the following dimensions:\u003Cbr\u003E\u003C\/p\u003E\n\u003Cp\u003E1) Promised service level. Providing a superior level of service is the first priority and key to successfully handing the Katrina crisis. What type of contact center offers the necessary capacity to cover an unprecedentedly high spike in call volume?\u003Cbr\u003E\u003Cbr \/\u003E\n2) Fast scalability. Given the emergency and the time constraints of the situation, which service provider can most reliably \u201canswer the call\u201d? \u003Cbr\u003E\u003Cbr \/\u003E\n3) Cost of the whole operation. What is the most financially viable option for a charity-based organization like the ARC? \u003Cbr\u003E\u003Cbr \/\u003E\n4) Agents\u2019 average profile. Given that different types of contact centers attract agents of various ages, educational, professional and cultural backgrounds, should the ARC utilize the workforce of a B\u0026amp;M, offshore or virtual contact center?\u003Cbr \/\u003E\n\u003Cbr\u003E\u003Cbr\u003E\u003Cbr \/\u003E\nTo learn more about LiveOps please visit \u003Ca href=\u0022http:\/\/www.liveops.com\/\u0022\u003Ethe company website\u003C\/a\u003E.\u003C\/p\u003E\n\n                        \u003C\/p\u003E\n                      \u003C\/div\u003E\n                    \u003C\/div\u003E\n                  \n                  \n                                      \u003Cdiv class=\u0022tab-content-block\u0022\u003E\n                      \u003Cdiv class=\u0022tab-subtitle green-july-text\u0022\u003ETeaching objectives\u003C\/div\u003E\n                      \u003Cdiv class=\u0022p-14 insead-grey-dec-text\u0022\u003E\n                        \u003Cp\u003E\n                          \u003Cp\u003EThe main objectives of the case are to explore the opportunities of this new type of contact center, its suitability for time-critical operations, and the challenges involved in implementing a home-shore solution that has myriad applications beyond disaster relief. The case contains detailed background information about the contact center industry, and the origins of LiveOps and its business model, allowing for a comparison of the B\u0026amp;M, offshore and virtual options. As such it is suitable for undergraduate classes on queuing models, operations management related classes, as well as senior executive programmes.\u003C\/p\u003E\n\n                        \u003C\/p\u003E\n                      \u003C\/div\u003E\n                    \u003C\/div\u003E\n                  \n                                      \u003Cdiv class=\u0022keyword-content-block\u0022\u003E\n                      \u003Cdiv class=\u0022tab-subtitle green-july-text\u0022\u003EKeywords\u003C\/div\u003E\n                      \u003Cdiv class=\u0022p-14 insead-grey-dec-text\u0022\u003E\n                        \u003Cul class=\u0022individual-page-keywords\u0022\u003E\n                                                      \u003Cli\u003E\n                              virtual call centre\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              home-shoring\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              work-from-home\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              business model innovation\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              flexible operations\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              employee management\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              distributed workforce\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              online marketplace\n                            \u003C\/li\u003E\n                                                      \u003Cli\u003E\n                              Q11415\n                            \u003C\/li\u003E\n                                                  \u003C\/ul\u003E\n                      \u003C\/div\u003E\n                    \u003C\/div\u003E\n                  \n                \u003C\/div\u003E\n                                  \u003Cdiv id=\u0022microsite-47736\u0022 class=\u0022tab-pane fade\u0022\u003E\n                    Loading please wait.\n                  \u003C\/div\u003E\n                              \u003C\/div\u003E\n                        \u003C\/div\u003E\n\n\n        \u003C\/div\u003E\n\n\n      \u003C\/div\u003E\n      \u003Cdiv class=\u0022col-lg-4 col-md-4 insead-white individual-right-sidebar\u0022\u003E\n\n        \n        \u003Cdiv class=\u0022sidebar-block\u0022\u003E\n          \u003Cspan class=\u0022sidebar-heading\u0022\u003E\n                          About the Author(s)\n   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Konstantinos\u0026nbsp;Stouras\n                    \u003C\/a\u003E\n                  \u003C\/h4\u003E\n                \u003C\/div\u003E\n                \u003Cdiv class=\u0022sidebar-sub-content green-december-dark-text author-designation\u0022\u003E\n                  INSEAD PHD\u0026#039; 17Jun\n                \u003C\/div\u003E\n              \u003C\/div\u003E\n            \u003C\/div\u003E\n                  \u003C\/div\u003E\n\n      \u003C\/div\u003E\n    \u003C\/div\u003E\n  \u003C\/div\u003E\n\u003C\/div\u003E\n\n","settings":null}]