LiveOps Reviews | Glassdoor

LiveOps Reviews

Updated July 19, 2017
343 reviews

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343 Employee Reviews

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Pros
  • It is important to note that LiveOps has both employees (me) and self-employed agents that work from home (in 139 reviews)

  • Flexible schedule, some lines have minimum time required to work but not all (in 29 reviews)

Cons
  • You are paid for talk time, call volume varies (in 38 reviews)

  • hard to stay motivated when talk time is low as you are paid by (in 31 reviews)

More Pros and Cons

  1. Helpful (7)

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

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Telemarketer- LiveOps Calls Us Operator Agents in Phoenix, AZ
    Current Employee - Telemarketer- LiveOps Calls Us Operator Agents in Phoenix, AZ
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at LiveOps full-time (Less than a year)

    Pros

    I 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!

    Cons

    Refer 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 Management

    Management 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


  2. Helpful (5)

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

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - At Home Agent in San Antonio, TX
    Current Employee - At Home Agent in San Antonio, TX
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at LiveOps full-time (More than 5 years)

    Pros

    None. The stress does not justify remaining contracted with Company

    Cons

    I 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 Management

    For 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.

  3. Helpful (9)

    "Worse Work @ Home Company Now!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    Pros

    Work uncommitted, work from home

    Cons

    No Communication from upper management when they decide to make changes to your home base business. They terminate contracts without a warning or a reason. They have recently issued a lot of compliance events and pulled people off of their calling lines for no reason. Most of the people that were issued Compliance Events and removed from calls were agents that were with the company for many years. Great stellar agents that worked hard. LiveOps has failed to provide reasons for what has been happening for the last month. They have definitely changed for the worse. They are nitpicking on how people sound on the phone now and writing them up for no reason. They have recently hired a bunch of people to fill many of the positions of those terminated or removed from calls. I am shocked on how they are behaving and warn people this is not a stable work at home job. You can be working one day and log on the next day and find a compliance event or termination due to no fault of your own. So don't walk but RUN from this company!

    I encourage all former as well as active agents to contact their local USDOL to seek action against LiveOps for their unethical practices. They are treating Independent Contractors as employees with these "at will" terminations. In fact LiveOps is breaching the agents Independent Contract by terminating them or disciplining them without a valid cause. They won their last misclassification lawsuit a few years ago. But that was then and this is now and the things that have been going on with the company now is violating state, federal and local laws. So stand up and take action and make your voice heard!

    Advice to Management

    Better Communication with your agents on how they can improve their home base business. Communicate with agents instead of abruptly terminating them or preventing them from receiving calls.


  4. Helpful (17)

    "Great potential and product, but culture isn't keeping up"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Director in Redwood City, CA
    Former Employee - Director in Redwood City, CA
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at LiveOps full-time (More than 3 years)

    Pros

    The product is innovative and transformative. The industry is exciting. The original engineers built a phenomenal core platform that is leaps and bounds better than other supposedly "industry leaders". The tools for the agent business are the best, bar none. CEO is a good visionary and strategic mind. Pay has been substantially increased in the past few years to retain and attract people.

    Despite the comments in the below "con" section, there are some amazing and talented employees at LO. When motivated, they are the best at what they do. Many employees who have been there for 5+ years still believe in the original LO dream (or maybe they're waiting for the IPO they were promised and are working tirelessly to hold that hope in place).

    If you want an EASY job with little oversight, and cruise to a 20-25 hour work week, come to LiveOps. It's the best place to cash a decent check. Benefits are good. You can just do your job and have a balanced personal and family life. Overall, the people are pleasant around the office so it is very bearable. If you work on the platform side of the business, which is where the company's strategy is moving towards, you will likely be in a safe job. Not so much if you're applying for a job on the agent side.

    Cons

    While I commend the CEO's strategic mind and abilities, he is a negative cultural influence on the company. He has frequent layoffs, he moved his family to San Diego and opened a personal office there. He hardly comes into HQ or the other AZ office. Whether true or not, the mass perception is that he cares about his personal life instead of his employees. He doesn't want to roll up his sleeves and fix the business.

    The agent business generates all the revenue and profit for the company, but that profit is spent in bad investments, decisions, and overpaid execs. Since he's not in the office, he doesn't know who else he could trust so he continues to overpay 2 "corporate eyes and ears", though everyone knows they add no productive value or function. The SVP of Eng is very capable but it's obvious his motivation is drained. The SVP of Platform is highly motivated and a workhorse, but is handicapped by the CEO.

    Marty drove Maynard away with his personal interests, decrepit culture, and poor results (Maynard is the former CEO and Chairman of LO, and current Chairman of Yahoo). Approve of Maynard's contributions to LO or not, the reality is Maynard's association to LO brought immense credibility to the company. Now, that's gone. If Marty is Chairman of the Board, one has to wonder who will hold the CEO accountable, if not for the Board.

    I've also never seen such a MASS of short-cutting employees, with little accountability. Go visit the headquarters in the middle of the week. People arrive late (if at all), leave early, and can duck in a corner and do nothing all day, and no one cares anymore. The CEO is a perfect example of what I mentioned. A non-present leader is a scary thing. Good luck finding Marty working on a typical Friday. So if the CEO sees LO as an easy hide-in-corner job, of course that's the rampant culture he's created. Trust me, people are seeing this and following his clear role modeling in the work ethic department. This is not how the culture used to be. It's a stark transformation that started in this current regime.

    It's sad for the few superb employees who actually DO put in the time and sweat to keep things afloat (and yes, there are some AMAZING people left, just a dwindling minority). It's a stark contrast from before the CEO came, when people willingly worked 12 hour days and were excited to grow a company. I debated staying longer for the free paycheck, but I could feel my brain and work ethic rotting away.

    Opportunities are abundant though. If you can be an individual who doesn't conform to the existing poor work ethic culture, and you can motivate yourself, then you can succeed because you'll be so unique from your peers. I just don't know how Marty would take notice if he doesn't have visibility to your direct contributions. I still love LO and hope for the best, and would do anything to help my former colleagues, but any new employees: beware.

    Advice to Management

    Roll up your sleeves, get in touch with the business, clients, and your own people.

    Managers and execs: Just spend some time and whole-hardheartedly ask if LO has a culture that you're proud of. You know the answer.

    The foundation of a hard-working, innovative, collaborative culture was once the identify of LO. So it's not like it never existed. It's still salvageable and the future can be bright again. I have hope that there is some value in my stock one day. Good luck and best wishes, old friends and colleagues.


  5. Helpful (6)

    "Disappointing"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Programmer in Redwood City, CA
    Former Employee - Programmer in Redwood City, CA
    Doesn't Recommend
    Negative Outlook

    I worked at LiveOps full-time (Less than a year)

    Pros

    Nice office, nice employees, bagels provided for breakfast, pizza Fridays, flexible schedule.

    Cons

    No direction in where the company is going. They are not hiring permanent employees at the moment unless the CEO approves it. People are often standing around and talking instead of working. If you do not fit in to the clicks here you are done for. There is a very high turn over rate. They will tell you what a great job you are doing and that they will hire you on permanently just to let you go and not tell you why.

    Advice to Management

    Be more personal with your employees. The people that are still there are really wonderful hard working employees but they are losing faith in the company and the CEO.


  6. Helpful (4)

    "Started out great and went downhill"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Doesn't Recommend
    No opinion of CEO

    I worked at LiveOps part-time

    Pros

    The ability to work from home.

    Cons

    Childish behavior and total lack of accountability in some matters.
    Operators are pretty much forced to keep pushing products even when the customer is getting ticked off.


  7. Helpful (6)

    "Do not waste your time and money"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Sales Representative in Phoenix, AZ
    Former Employee - Sales Representative in Phoenix, AZ
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at LiveOps full-time (More than a year)

    Pros

    You can work from home.

    Cons

    The new rules have made this job impossible for a newbie. If you have never done sales before, the odds will be against you. I do not understand why management has made it so hard, but being self employed and working from home, means nothing if you are not getting calls. Please, please, if you are unemployed and barely getting by, do not join up with LIveops, it is not the company that it once was. Just in one year, I cant get over how much this company has changed for the worse. All the good things you see said about this company from previous years, does not come close to describing this company now. Pleqse beware.

    Advice to Management

    Come back to reality before you totally destroy Liveops. Stop looking at your numbers, and start looking and listening to your reps. I hope I can find the companies that you lost all your lines to, so that I can go work for them now.

  8. Helpful (6)

    "Very Sad"

    StarStarStarStarStar
    • Career Opportunities
    • Comp & Benefits
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Doesn't Recommend
    Disapproves of CEO

    Pros

    Schedule very flexible, in the terms that you can work when you want and not someone else schedule. Nice to be able to work from your home.

    Cons

    Agent seem to be very unhappy due the unfair metric system that is in place. And being able to get hours seems to be very impossible. As one agent put it, it is like whacking a mole so to speak.

    Advice to Management

    Re-group and make your people happy, so they can make your clients happy.


  9. Helpful (10)

    "CEO resigned, CTO resigned, CFO resigned this month"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at LiveOps full-time

    Pros

    Absolutely none. Marty Beard killed this company.

    Cons

    Everything went downhill after Marty Beard took over and made LiveOps his personal playground, bank account then moved to San Diego.

    Advice to Management

    Bring back Maynard Webb!!!


  10. Helpful (6)

    "Flexible hours, but the rest is not worth it"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Phone Sales Consultant in Jacksonville, FL
    Current Employee - Phone Sales Consultant in Jacksonville, FL
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I have been working at LiveOps full-time (Less than a year)

    Pros

    Flexible schedule, potential to earn a lot, a variety of opportunities to sign up for, lots of support, chat help is very nice. The software system you use is online and the best, most organized out there. You don't have to download a bunch of stuff, it's all within one login, which is almost non-existent for work at home companies.

    Cons

    Terrible metrics, one bad mark and you lose your good, money-making lines. The commits (hours on schedule) are VERY hard to get, there are a lot of agents that work here and you have to compete with them all at the same time to click on little squares to get your schedule. WAY too many people work for them. No benefits, you are an Independent Contractor. No real room to move up except work more hours. The affinities you sell at the end are very, very fishy. Not sure they are totally legit.

    Advice to Management

    Give more changes to low performance. It shouldn't be "one strike and you lose your good lines forever." I tried complaining that there should be a probation period or something, but I guess they have so many agents they don't care.


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