CLIENT EXPERIENCE FLOW NEW WAY

Client portal established (pre-sale)

Kickoff notification pushed to client and Client portal graduates to "prepare" phase (loaded with docs, team members, goals, requirements, next steps, etc) :

Recruitment notifications and visualizations pushed to Client and portal. ("Verizon" coverage progress). Preliminary agent navigation available so Clients can see the types of folks who are being recruited.

Onramp Program launched (Learning)

CLIENT EXPERIENCE FLOW OLD WAY

Simulation with Client

Launch team dress rehearsal (real agents, real questions from "callers," real time)

Live Ops Alphja team Deploys to client Office. Members of PS,AE, and community. 1 Model Education 2.Client Playbook 3. What you can expect

Collaborate on launch and show launch activities and progression

Deploy the launch dream team of agents to begin preparing for the new program start (for programs in the selected vertical)

Select the vertical for the launch dream team.

Pre-Sale/Contract communication primarily through phone calls with some onsite visits

Kick-off starts with a welcome email from Launch Manager and kick-off calls

Client provides requirements and LiveOps communicates client launch dependencies

Include launch dependencies on the client portal

Meetings during launch are dependent on client and launch complexity; generally weekly or as needed; the majority of communication takes place through meetings and via email

Clients first exposure to LiveOps agents is on day 1 with live phone calls

Support Functions identified. I.E. AE, PS, Commjunity

Onsite Client education and training. I.E. Reporting, agent engagement, model education.

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Account plan created. I.E. Weekly calls, KPI's short term/ long term goals