LiveOps
2.8 of 5 130 reviews
www.liveops.com Santa Clara, CA 150 to 499 Employees

LiveOps Reviews

Updated Apr 7, 2014

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2.8 130 reviews

                             

43% Approve of the CEO

LiveOps President, CEO and Director Marty Beard

Marty Beard

(40 ratings)

46% of employees recommend this company to a friend
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Disappointing

Licensed Insurace Agent (Current Employee)
Phila, PA

I have been working at LiveOps as a contractor

ProsYou can make a little cash out of the comfort & convenience of your own home.

ConsBusiness is always slowwwww. You're only paid for each minute that you're on the phone talking to people, and then not very much. You really can't make much money doing this, and anyone who says you can is being dishonest.

No, I would not recommend this company to a friend

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Disappointment, Frustration, Resentment all rolled into one

Call Center Agent (Current Employee)

I have been working at LiveOps as a contractor for more than 3 years

ProsCan work from home, will get paid although you will put in long hours and may not get any calls. Thankful for at least getting a little bit of income

Consthey criticize your efforts, not much commendation for what you are able to do right even though their policies change almost daily. For example, the training sessions I underwent for being an Allstate claims rep went too quickly. They rush you into everything, the training had to be done in an unreasonable amount of time. You have to download certain things onto your computer that take up a lot of space. The training sessions are like being in a circus with the calls making it feel impossible to navigate around on Allstate's screens. You lose part of the tools you are supposed to have pulled up. There are a lot of glitches in the systems that you as a LiveOps agent get penalized for. I also did work as a PPL agent that I felt so sorry for the people that were not getting their paychecks but if you spend too much time trying to navigate around on the broken Liveops screens, you get what is called a compliance event which is punishment for being on the call too long. Very frustrating and leaves you feeling incapable. Who likes to spend hours doing something for very little pay and getting criticized for your efforts when you are only being used as guinea pigs for the company anyway? They need to get their act together in so many ways. I have decided to lay low for a while until they get things more under control. if you send a postbox which is their internal email system, you just get a vague response that really doesn't answer your question. If you question anything, it seems you will get punished by having no calls routed to you.

Advice to Senior ManagementBe more encouraging to your agents. They are doing the best they can and they really do want to work.

No, I would not recommend this company to a friend

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Glory days are passed for the At Home Call Center (independent contractor at home agent perspective)

At Home Agent (Current Employee)
San Antonio, TX

I have been working at LiveOps full-time for more than 5 years

ProsNone. The stress does not justify remaining contracted with Company

ConsI contend that schedule roll outs are filtered favoring some agents, regardless of the agent's stats. Routing calls to the best available agent is a farce Company likes to claim, there may be technology in use that can sense when particular agents have their schedule open and when their mouse is attempting to catch a commit. The use of this technology may be used to steer agents to lines/hours the Company wants covered. This can't be proven just experienced. Seems paranoic but it's a willing risk. This company's tactics and practices when relating to its at home agents is appalling. It appears only one person is trying to keep it all together and failing terribly.

Advice to Senior ManagementFor a company that once bragged about having so much money and not knowing what to do with it, I'd suggest setting up lines of communication for the at home call center agents to communicate with management not with the baby sitters put in place trained to give canned responses. Does upper management or Marty Beard even know what is going on with the staff that oversees the at home agents. Does he know there are currently several hundred if not thousands of agents having their contracts dismissed without cause, there is mass hysteria and stress placed on the agents who don't know where to turn for answers, schedules filtered or cut off, and no one in authority is available to explain what is happening, paying less and less, constant technical issues unaddressed. Yet, precious little is communicated to the at home agents, whether it's procedural changes, technical issues, even invoice issues. What is going on? The quality of the at home arm has certainly degenerated. Perhaps someone has made a huge technical mistake with the network that cannot easily be corrected, thus the mass bogus and inflated CEs (infractions). ICs are isolated and helpless and certainly underappreciated. The at home call center arm does nothing to dispel this. Being an IC does not give license to treat the agents poorly or unethically. And compelling agents to sign a contract indemnifying the company of any kind of responsibility whatsoever exemplifies this company's disdain for ICs and subtle intimidation. There is plenty of protection for the company and none for the ICs. Stop publicly bragging, suspend hiring the unsuspecting. Communicate if At home is shuttering.

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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In some instances, this job is like a telemarketing job that with incoming calls.

Telemarketer- LiveOps Calls Us Operator Agents (Current Employee)
Phoenix, AZ

I have been working at LiveOps full-time for less than a year

ProsI will give an example of what working here is like. Think of all those nifty products that are sold on TV at 1 or 2 am. You call the 1-800 number and you get a LiveOps operator. You order product, and you want to hang up, that is when the magic starts, You are scripted to read and up sell to the customer at least another 5 offers before you can place the order or the customer threatens to hand up, and you are monitored on your call time you can not go over, because you are being paid a whole quarter per minute! Yes that's right a quarter per talk time only....example you work an eight hour shift, and in 8 hours you get 60 minutes total, if you are lucky of talk time you get paid a quarter x 60 = $15 for an 8 hour shift!!!! And don't forget you are supposedly self employed, so you gotta pay your own taxes. Oh and just try to make the conversation with the customer long you will get called out on that too, How this place stays in business is really beyond me. Oh yeah let's not forget the extra $1 you get if you are lucky enough to do an up sell after making the customer listen to 10 offers after they placed the order and they do it just to get off the phone.....Now I can afford that porshe I've been saving up for!

ConsRefer to the above!!!!!!!!!!!!!!!!!!!!!! The pros and cons are the same there are no pros, People will say oh at least you don't have to drive to your job...that is good Because in this case if you did had to drive to LiveOps could not afford to on LiveOps quarter per minute

Advice to Senior ManagementManagement is set up the way they are because they claim that we are self employed people!
That is why they are rude and not helpful...by law they can't help you, because if they did that jeopardize the fact that they say we are self employed. Do you guys get it now. They gotta walk that fine line or uncle sam will force them to pay by the hour and not get away with paying a quarter per minute

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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BIGGEST SCAMMERS ON THE PLANET

Insurance Agent (Current Employee)

I have been working at LiveOps part-time for less than a year

ProsI CAN'T THINK OF ANY

ConsThey make you believe you can make money with them, so you take a huge number of exams, get insurance licenses in three states and I even added another one. I passed the oral exam and written exams and was pretty excited to go on my first call. After my first day of calling, I got a report that said I didn't meet my commitments, which was a total lie, because I was on the phone the whole time. Their report says I logged off, which I never logged off during my commitment. This happened every day for a week and I never could get anyone to help me. I finally got a nice lady that told me my modem was not the right one, so I went out and spent more money on a Static IP line to make sure Live Ops wasn't logging me off somehow, when in fact I was online. Even after I had the Static IP line installed, it was still giving me a report that said I wasn't making my commitments and my performance was bad. I even sent them copies of reports that showed them I was online the whole time, and they still wouldn't listen and told me some bs about that being the total time I was on the phone but I had logged off, which I never did. Well duh, so how can they say I'm not online, when it shows that I was online? There's nobody to talk to there, no live human, and agents can't talk to the IT person, so there's absolutely no help available. So, whatever you do, please do not get hooked into believing this company is legit because it is far from the truth. A few times I was on the phone I got no calls at all and one day I got one call and made $.85. You can sit there for hours with no calls. It's a shame that people get scammed into working for a company like this when we are all out there struggling to make a living.

Advice to Senior ManagementYou need to provide real help to your agents and have a phone number to an IT person, and a phone number for live help, that is, if you care. An agent cannot get help from anyone there. The only help I got was a danged report from the person I sent an email to, which I could look up myself. I got no help whatsoever from anyone so I had to quit so I could make a living. Plus, how could we approve of the CEO when we can't even see who that person is. Your system apparently kept logging me off and I had no idea it di, because my phone panel read "available." So how can a person know if they are logged off on your end, when my end says I'm not?

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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Legit company that sells products that are a scam.

Work From Home Customer Service Representative (Current Employee)
Minneapolis, MN

I have been working at LiveOps part-time for more than a year

ProsLiveops is definitely a legit company. I've worked for them for about 2 years and have never had a problem with pay. Liveops indiscriminately sells products and does customer service for many different companies.

Live ops sales products for some legit companies like Pizza Hut and 1-800 FLOWERS. (See cons.)

You can get back to back calls during their busy season if you prove you're reliable and a good sales person.

ConsLiveops does what the company they're selling or doing customer service for hires them to do. So the customer service rep (you) ends up selling a LOT of VERY questionable products and working as an accomplice in many underhanded sales methods. For example, you will be selling books by people who have gone to jail for being con men and giving out fake customer service numbers to customers.

The pay can be ridiculously low. Liveops pays by the minute of talk time.

You can get very few calls during their non-busy seasons and if you arent' the best sales person. I mean like 2 two minute calls an hour. Real talk.

Advice to Senior ManagementYall know what I'm talking about.

No, I would not recommend this company to a friend

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All the Silicon Valley Talent is Gone - Now Just a Bunch of Remote Call Center People

Anonymous Employee (Current Employee)

I have been working at LiveOps full-time for more than 5 years

ProsMatching 401K
Decent Medical
Ability to work remotely
Fresh fruit and free soda

ConsUnderpaid and terrible morale - all the talented (and educated) people either left on their own or were laid off to make room for the cheaper (uneducated) call center people who are so happy to have a job that they will basically work for free. Lots of micromanagement by unqualified people put in senior positions.

So many layoffs I have actually lost count. Management is highly unprofessional and most are uneducated- its hard to take a supervisor seriously when you and your coworkers can run intellectual laps around them.

Advice to Senior ManagementFigure out where the company is going - if you want to just be a call center than continue back filling all the local talent with mid-west call center people with no professional skill set whatsoever. If you want to be the cutting edge technology company that we used to be start hiring talented people again. You get what you pay for - which is probably why there are layoffs every quarter.

Get a CEO who actually works out of the corporate office and doesn't live a plane flight away and no, opening an office in San Diego does not count - neither did the office in San Francisco that only e-staff could work from. CEO needs to get over his elitist attitude and actually do something.

Be honest - Tell HR to stop insulting our intelligence (the remaining ones who have some) with emails trying to convince us that another perk is being taken away but it really is a good thing. No - mandatory unpaid week long company shutdown's are not a good thing. Neither are caps on PTO (to save you money when you lay us off) , new bonus structures that pay out less, or free goldfish crackers in replacement of free lunch.

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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Lots of SMART people got out, and many more will follow if things don't get better soon.

Program Specialist (Current Employee)
Santa Clarita, CA

I have been working at LiveOps full-time for more than 3 years

ProsAbility to work from home
Decent Medical Package
Matching 401K

ConsOverworked, underpaid, cliques, low morale, disorganization, little direction, constant fires that need to be dealt with, layoffs every quarter, constant changes to supposedly make things better, but they end up only adding to the workload, unprofessional and uneducated managers (I have a degree, and my supervisor does not. I'm actually not even sure how she even has a job at all actually), no hope of advancement, no job security, horrible communication, lack of clear goals, office politics and gossip.

Advice to Senior ManagementFigure out where the company is going and communicate the plan to all of the employees, not just CA employees and Directors, make every employee feel valued, compensate employees more, encourage more interaction between employees in the office and those who work remotely so remote people don't feel so completely cut off and looked down upon. Realize that most of the "Community" department is really unhappy because they feel overworked, unappreciated, and underpaid and are actively seeking employment elsewhere. I don't know one person who is happy. Also, bring back the opportunity to ask anonymous questions at All Hands meetings. Everyone is afraid to ask questions now (if they are actually even given the opportunity).

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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Pure Chaos

Customer Service Representative (Current Employee)

I have been working at LiveOps as a contractor for more than 8 years

ProsHas not been a Pro with this company since 2009 when they went public.

ConsThis company does not know how to honor its own contracts. It is promising its clients things that it should not.
There is too much effort put into cutting costs.
 Most calls routed to agents are not getting through due to out dated equipment.
Too many changes without thinking things through means more changes.

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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Take more for your employees and give Less will get you know where

Anonymous Employee (Current Employee)

I have been working at LiveOps

Pros1) Flex hours when you can get them and then it does not prove you will work

Cons1) Poor training
2) Poor pay
3) Poor help on the calls ( no not guesss if you do not know the answer)
4) Call routing its a secert like the Coco cola recipe . But, then they tell you and its not correct
5) Tech support Tech support Tech Support not cross Lop they have no idea about most of the programs so what are they there for?
3) Sales contests drawings do them live not " behind the scenes " No one can see that . And if its the highest selling person then show everyone the break down? the number 1 2 3 etc no blind drawings .
4) Calls please who ever routes the calls or who tells them how to route them in a idiot when you have anyone commited that has fairly good stats where are the calls ? Where are they going? Are they going to reps so they can cert?Wake up LOps this can be a large HUGE $$$$$$ making place for everyone . Do not sh...t on the hand that feeds you

Advice to Senior ManagementDo not Sh....t on the hand that feeds you

No, I would not recommend this company to a friend

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