FAQ

General Information

- What is an Independent Agent?
- What kind of computer and telephone will I need?
- How much can I make providing services for LiveOps Clients?
- Can I work for someone else while I provide services for LiveOps clients?
- What are the calls like?
- How many hours can I work?
- How do your clients pay me? How often?
- How long until I can start taking calls?
- Does LiveOps certify Independent Agents in every state?
- Is there an age requirement?
- Will I need a Tax Identification Number?
- Does LiveOps require a minimum number of calls or hours?
- Will I be paid for the time I spend certifying for programs?

Getting Started

- What is the process to become an Independent Agent?
- Who do I contact if I have trouble with the application process?
- Are there any deadlines in the application process?
- Is there a Contractor’s Fee?
- Why does LiveOps require a credit and background check?
- What will cause me to fail the background check?
- Can I still become an Independent Agent if I have a low credit rating?
- The application asks for a lot of personal information. Is it secure? What do you do with it?
- Do I have to be a legal resident of the United States?
- Can I live in Canada?
- I am a former LiveOps Independent Agent. How do I reactivate my status?

Life as a LiveOps Independent Contractor

- What if I need help once I’m an Independent Agent?
- Can I employ others to work for me when I become a LiveOps Agent?
- Does LiveOps provide Agents with equipment or reimburse expenses?
- When is the heaviest call volume?
- Do all agents receive the same call volume?
- How can I generate additional revenue?
- Can I work when I’m away from home?
- What if I move?
- If I’m unable to take calls for an extended period, will I lose my status?
- Is it possible to lose my certification?
- Can LiveOps terminate my Agent relationship?
- Does LiveOps charge agents to use their technology?

Technical Requirements

- What are the minimum equipment requirements?
- Can I use my Mac?
- What are the internet connectivity requirements?
- Can I use my home telephone to receive calls as an Agent?
- What kind of telephone service work with the LiveOps system?
- Can I provide services from my cell phone?

General Information

Q: What is an Independent Agent?
A: An Independent Agent is an independent contractor that contracts with LiveOps under an Independent Contractor Agreement to receive calls from people requesting products or services from LiveOps clients.

Q: What kind of computer and telephone will I need?
A: Please visit our requirements page for full information about the equipment you will need to provide services on our platform. Read more about Technical Requirements

Q: How much can I make providing services for LiveOps Clients?
A: Your business’ revenue is completely dependent upon your performance and the volume of service you provide, as well as the type of program that you choose to participate in. Some of our clients pay a simple rate, generally 25 cents per minute of talk time, some pay a base rate in addition to a bonus for commission, and some programs pay entirely on commission. Sales incentives can dramatically increase revenue for your home business, as you develop your ability to sell the products and services. In 2009, on average, Independent Agents received 4 calls per 30-minute block, and invoiced $1.57 per call, including sales incentives. This is not a guarantee of pay and call volume can vary widely. The revenue you generate for your business is based entirely on the success and commitment of the independent agents. Highly qualified, specialized and Licensed Insurance agents can generate significantly higher revenue, while other agents opt for simpler programs with a lower invoicing rate.

Q: Can I work for someone else while I provide services for LiveOps clients?
A: Absolutely! Our mission is to change the world of work. While we expect Independent Agents to honor their scheduled commitments to our clients and provide the best service they can, our goal is to give our clients access to the best service providers, without weekly or daily service minimums.

Q: What are the calls like?
A: Our clients offer a wide variety of programs that you can certify your home business for, giving you the choice. Most of our clients’ calls are inbound sales calls, where a caller is responding to an attractive offer on TV or in an advertisement. Some clients offer outbound calls, customer service, casual dining orders, and lead generation. Independent Agents who pass certification and have the appropriate licenses may opt to provide services to Licensed Insurance clients. Some of our clients also offer programs for Spanish and French speakers. Our clients reach customers across the country, from diverse backgrounds and communities.

Q: How many hours can I work?
A: As an Independent Contractor, you can provide services as many or as few hours as your schedule permits. You can schedule your time on the platform in blocks as small as 30 minutes, and choose times 24/7 that work best for your business. You are always able to log in to provide services uncommitted.

Q: How do your clients pay me? How often?
A: Independent Agents submit invoices for their services using an easy-to-use online system. LiveOps pays invoices by either check or direct deposit, on the 1st and 16th of the month. The fees paid cover services provided in the two weeks prior to the payment date, if submitted.

Q: How long before I can start taking calls?
A: Once LiveOps receives all necessary documents and you have passed a background and credit check, you may begin the certification process. Motivated Agents can complete certifications and begin taking calls within a week.

Q: Does LiveOps certify Agents in every state?
A: Yes, LiveOps does have certified Agents in the contiguous 48 states. However, we make specific certification decisions based on needs within a state.

Q: Is there an age requirement?
A: Independent Agents providing services to LiveOps clients must be 18 years of age or older.

Q: Will I need a Tax Identification Number?
A: Yes, as an Independent Contractor you will need a Tax Identification Number. If you are self-employed or have set up your business as a sole proprietorship, you may use your social security number for your Tax Identification Number. If your home business is a corporation, LLC, or partnership, you may use your EIN. Tax law can vary greatly by state, so please check the requirements in your state. At year end, LiveOps will provide a 1099 Form for your tax reporting purposes if the revenues for your business meet the IRS minimum.

Q: Does LiveOps require a minimum number of calls or hours?
A: The only minimum requirement for LiveOps Independent Agents is that at least one call is taken within a 42-day time period. Independent Agents must reapply to provide services if their contract was terminated for failing to take a call within 42 days.

Q: Will I be paid for the time I spend certifying for programs?
A: Beyond the basic certification to become acquainted with the software and platform, the development of your business is entirely up to you. LiveOps does not compensate Independent Agents for the certification and product knowledge they attain. However, the more programs you certify to provide services for, the more opportunities you will have to generate revenue for your business.

Getting Started

Q: What is the process for becoming an Independent Agent?
A: Our application and onboarding process is easy, and we will provide plenty of information to help you at each step:
1. Fill out a basic application online, including some online assessments as well as a voice audition.
2. Depending on our clients need for agents, LiveOps will review your qualifications and may invite you to join the platform.
3. You will then finish the application by filling out an Independent Contractor Agreement and tax forms and completing a required background and credit check with our partner, FirstAdvantage.
4. When we receive your paperwork, and verify that you passed the background check, we will add your home business to our platform
5. Motivated Independent Agents can complete certification and begin taking calls in as little as a few days.

Q: Who do I contact if I have trouble with the application process?
A: Please email the Agent Talent Acquisition team at AgentTalent@LiveOps.com

Q: Are there any deadlines in the application process?
A: You can take as long as you want with the online application and assessments, but once invited, you will have 14 days to complete your paperwork and background check to join the platform.

Q: Is there a contractor's fee?
A: At this time, LiveOps does not charge a contractor's fee. However, all Independent Contractors invited to provide services for our clients must pass a background and credit check. This check is administered by our partner, FirstAdvantage, who require a $50 for both the background and credit checks.

Q: Why does LiveOps require a credit and background check?
A: Since Independent Agents handle sensitive information from callers and serve as the “face” of the client’s brand, this background check is an important factor for our clients, and is routine in the work-from-home industry. The background check is only required of Independent Agents who have already been invited to provide services.

Q: What will cause me to fail the background check?
A: Applicants must pass both parts of the background and credit checks. Applicants with the following elements on their check will not be accepted:

• Past Due: More than $10,000 in total currently past due and/or in collections over three or more accounts
• Judgments and Bankruptcy: 2 or more open or active civil judgments/ tax liens (open/ active liens), a bankruptcy within a year of this application or more than 1 bankruptcy
• Felony Records: Any records with dispositions of guilty, convicted, no contest / nolo contendere, adjudication withheld / deferred adjudication / probation before judgment (if currently under probation), pending, or outstanding warrant, or that have been negotiated down to a misdemeanor
• Misdemeanor Records: If you have 3 or more vehicular records with DUI, Reckless Driving or Hit/Run or 5 or more total misdemeanors, you will not pass. If you have any records involving theft, fraud, dishonesty, breach of trust, arson or violent crimes with dispositions of guilty, convicted, no contest / nolo contendere, adjudication withheld / deferred adjudication / probation before judgment (if currently under probation), pending, or outstanding warrant, you will not pass.

Q: Can I still become an Independent Agent if I have a low credit rating?
A: A low credit rating will not automatically disqualify an applicant.

Q: The application asks for a lot of personal information. Is it secure? What do you do with it?
A: LiveOps will not sell or share your personal information with third parties. We hold information provided by applicants and agents on a secure server that our clients do not have access to.

Q: Do I have to be a legal resident of the United States?
A: Yes.

Q: Can I live in Canada?
A: Unfortunately, LiveOps does not contract with individuals or businesses in Canada at this time.

Q: I am a former LiveOps Independent Agent. How do I reactivate my status?
A: Unfortunately, if your business has been inactive for 42 days, you will need to reapply to provide services to our clients.

Life as a LiveOps Independent Contractor

Q: What if I need help once I’m an Independent Agent?
A: Independent Agents on our platform have access to presentations and support materials, as well as access to conference calls held by our Agent Facilitators. Independent Agents also share information via the forums on the LiveOps platform, covering topics from how to decorate your home office to how to generate additional revenue for your business.

Q: Can I employ others to work for me when I become a LiveOps Agent?
A: You can employ assistants or other agents to provide services to meet your business needs. For security reasons, all persons providing services on the LiveOps platform must pass a background check and credit screening. Another person or agent may not take calls under your Agent ID for security reasons.

Q: Does LiveOps provide Agents with equipment or reimburse expenses?
A: No. Independent Agents are responsible for providing and maintaining all equipment, materials and expenses necessary to operate their home business.

Q: When is the heaviest call volume?
A: For new Agents, the best times to generate revenue are Friday, Saturday, and Sunday, when our clients run the most advertising. However, each call type will drive heavy call volume at different times, based on when callers are most interested in services. Sales is a 24/7 business, Licensed Insurance is heaviest during the week, and casual dining calls are most active on Friday and Saturday nights.

Q: Do all agents receive the same call volume?
A: No, the volume of calls an Independent Agent receives will vary based on a variety of factors. Agents can choose to work for a wide variety of programs, each of which has different call volumes at different times. For instance, agents who make themselves available during peak TV infomercial and commercial times will have a much better opportunity to receive inbound sales calls. Additionally, LiveOps has a proprietary call routing system that routes calls to top-performing Agents, based on their historical performance.

Q: How can I generate additional revenue?
A: Independent Agents have a variety of options to increase their revenue from LiveOps. High conversion rates and higher average order size will increase an Agent’s performance rating, and the likelihood that they are routed calls. Also, some calls may have incentives associated with different parts of the schedule, and some clients provide additional sales opportunities.

Q: Can I work when I’m away from my home or office?
A: No. The LiveOps call routing system requires that Independent Agents receive calls on their dedicated business line and cannot route calls to any other line.

Q: What if I move?
A: If you are making a permanent or long-term move, you may transfer your home business to a new office and continue to provide services to LiveOps clients, provided your business continues to meet LiveOps' equipment standards and is active again within 42 days of your last call.

Q: If I’m unable to take calls for an extended period, will I lose my status?
A: Your independent contractor account will remain active until you have not taken a call in 42 days. If your account is terminated for inactivity, you are welcome to reapply to become an agent again.

Q: Is it possible to lose my certification?
A: Agents can lose their certification and have their Independent Contractor Agreement cancelled if the contract terms are breached.

Q: Can LiveOps unilaterally terminate my Agent relationship?
A: An Agent's Independent Contractor Agreement will not be terminated by LiveOps provided the terms of the Agreement are fulfilled, and the Agent remains active within 42 days.

Q: Does LiveOps charge agents to use their technology?
A: No. There is currently no charge to agents to use the LiveOps Virtual Call Center platform.

Technical Requirements

Q: What are the minimum equipment requirements?
A: Check out our Requirements page for up-to-date information on what computer and telephone equipment is required for your home business to interact with the LiveOps platform

Q: Can I use my Mac?
A: Apple computers are currently not compatible with the LiveOps system.

Q: What are the internet connectivity requirements?
A: LiveOps requires either a DSL or Cable broadband connection. LiveOps will not support a satellite or dialup connection at this time.

Q: Can I use my home telephone to receive calls as an Agent?
A: No, a separate telephone line, used only to receive LiveOps incoming calls, is required. This line cannot be used for any personal calls and LiveOps requires you to provide a separate telephone number for your personal telephone and your home business.

Q: What kind of telephone services work with the LiveOps system?
A: Along with traditional landline phones (with cords), LiveOps is also compatible with digital services from AT&T Uverse, Verizon FIOS and Comcast Digital Voice. Computer-based or VoIP services (e.g. Skype, Vonage), cellular phones , and satellite phones are not compatible with the LiveOps system.

Q: Will I need to call long distance?
A: Long distance will not be necessary.

Q: Can I provide services from my cell phone?
A: LiveOps will not support cell phones for security reasons.