The Top 15 Liveops Interview Questions and How to Ace Your Answers

This is an interview with the producer of a live mobile game. The goal is to get the word out about this type of production. Enjoy!.

This is the first informational interview of a series of interviews with Producers in the gaming industry. My goal with these interviews is to bring more attention to the job of making video games. I hope that the information in these interviews can help both people who want to become game producers and people who are already doing it. Carson Taylor is a LiveOps Producer at Zynga and was kind enough to do this first interview. He shared some great tips on how to produce a live game, and I hope you find them just as useful as I did.

Working for Liveops can be an exciting and rewarding opportunity. As one of the largest virtual call center providers, they offer flexible remote work arrangements and a chance to build your career in the customer service industry.

However, to land a position with Liveops, you need to ace the interview process This usually involves an initial application and assessment, followed by a background check While there may not be a traditional sit-down interview, you still need to convince them that you have what it takes to represent their diverse client base.

To help you get ready, here are the 15 most common Liveops interview questions and tips on how to craft winning answers:

1. How would you handle a high-pressure situation where multiple callers are waiting, and each call requires immediate attention?

This tests your ability to multitask, prioritize, and keep calm under pressure Emphasize skills like quickly assessing urgency, implementing time management techniques, and reassuring callers through empathetic listening Share an example of when your quick thinking led to a positive outcome in a similar scenario.

2. Can you share an example of when you had to deal with a difficult customer? How did you resolve the issue?

This evaluates your problem-solving and adaptability when facing challenging personalities. Discuss how you maintained professionalism and found a mutually satisfactory resolution through empathy, patience, and corrective action. Highlight positive outcomes like retaining business, learning lessons, or gaining a loyal customer.

3. What strategies do you use to build rapport with customers over the phone?

Demonstrate your ability to connect through excellent communication skills. Share techniques like establishing a positive tone, active listening, expressing empathy, or going above and beyond to satisfy requests. Give examples of building strong relationships through stellar phone customer service.

4. How do you ensure that you consistently meet performance metrics such as average handle time and first-call resolution?

Prove you can balance speed and quality by detailing strategies like setting goals, staying organized, reviewing stats to improve, and honing active listening skills to solve issues efficiently. Emphasize providing top-notch service while optimizing these key performance indicators.

5. Have you ever worked as an independent contractor before? If so, how did you manage your time and workload effectively?

Highlight self-motivation and organization by sharing tools and strategies used to succeed as a contractor e.g. setting daily goals, using project management software, and maintaining a structured schedule. Demonstrate effective time management and productivity.

6. Describe a situation where you had to learn about a new product or service quickly to assist a client.

Showcase agility in swift learning, research, and collaboration to master new offerings. Share an example of when this enabled you to provide stellar customer service and led to increased client satisfaction or sales.

7. How do you stay up-to-date on company policies and procedures to provide accurate information to clients?

Prove you’re proactive and resourceful by sharing tactics to stay current e.g. reviewing internal communications, participating in training, seeking updates from managers, and taking initiative to fill knowledge gaps. Cite examples of when being well-informed helped resolve customer issues.

8. What techniques do you use to upsell or cross-sell products or services during a call?

Demonstrate you can identify opportunities to add value through strategic upselling and cross-selling while balancing customer needs with company goals. Mention techniques like presenting complementary offerings, highlighting benefits, and personalizing recommendations. Share instances of increased revenue or satisfaction.

9. How have you used technology, such as CRM software, to enhance customer interactions and track client information?

Highlight expertise with CRM and other software to manage data, improve service delivery, and build client relationships. Provide concrete examples of leveraging technology to boost customer satisfaction, retention, or other critical business metrics.

10. Share an example of when you successfully resolved a customer complaint while adhering to company guidelines.

Showcase problem-solving, composure, and professionalism by walking through a specific complaint you resolved through clear communication and empathy while following company protocols. Emphasize listening skills and turning negatives into positives.

11. Describe a time when you received negative feedback from a supervisor or client. How did you address the issue and improve?

Demonstrate maturity in accepting criticism and bettering yourself by outlining steps taken post-feedback, like pursuing training, mentorship, or self-study. Share how you implemented changes that led to tangible professional growth and performance improvement.

12. Can you explain the importance of maintaining data privacy and confidentiality while working with customer information?

Express your understanding of this critical responsibility and commitment to ethics by discussing its impact on customer trust, brand reputation, and legal compliance. Reference trainings received and share examples of upholding privacy and discretion when handling sensitive data.

13. How do you balance providing excellent customer service with meeting sales targets?

Show you can achieve both through solution-focused customer care – listening to needs, then offering suitable products or services in a consultative manner. Give examples of forging loyalty through personalized attention while steadily meeting sales goals.

14. What steps would you take if a customer requests assistance beyond your area of expertise or authorization level?

Demonstrate commitment to stellar service by explaining how you acknowledge requests, reassure customers, escalate issues to appropriate colleagues, and keep clients informed of progress. Highlight communication skills and team collaboration.

15. Describe a time when you identified a process improvement opportunity and implemented changes within your team.

Prove you have leadership initiative by walking through how you noticed an inefficiency, devised a solution, collaborated with colleagues, and drove implementation that led to measurable improvements in operations, productivity, or other metrics.

Key Tips for Acing Your Liveops Interview

Here are some top tips to help you prepare for and succeed in your Liveops interview:

Research the company – Learn about their history, values, services, clients, and workflow. This shows commitment and helps you tailor responses.

Practice frequently asked questions – Prepare clear stories highlighting skills they seek like communication, problem-solving, adaptability, and attention to detail.

Refresh your knowledge – Brush up on customer service best practices, industry terms, and contact center software you may use on the job.

Highlight remote work abilities – Emphasize self-discipline, independence, collaboration, and communication skills essential for telecommuting roles.

Review your resume – Solidify stories and examples that prove you have the abilities and experience to excel in this customer service focused position.

Show enthusiasm and positivity – Express genuine interest in the company and role. Demonstrate you’re a cultural fit who can uphold their reputation.

With preparation and practice, you’ll feel confident tackling Liveops’ application and interview process. Show them you’re a motivated, skilled, and reliable candidate who would make an excellent addition to their remote customer service team. Stay focused on proving you have the mix of qualities and abilities they value in top-performing agents. With the right interview strategy, you can land your dream remote job and begin a rewarding career with Liveops.

How did you start your career?

I went to college to study game development, and by my junior year I already knew I wanted to focus on production and project management. I learned as much as I could about how to manage software projects and used what I had learned on student projects. I did some office work during a couple of internships and then did a publishing/licensing internship at 20th Century Fox. During my senior year, I worked part-time as a producer for an outside development company that game companies hired to do some of their development work.

Right before graduating, I got an internship as a project coordinator at EA. I worked on EAs internal game development software and infrastructure. Even though it wasn’t game development, I worked on some interesting projects and learned how to work in a big, global tech company like EA. After graduating, I started working full time for EA as a Junior Project Manager on the same team.

I decided after a couple of years at EA that I wanted to work more directly on a game product. I was really interested in the fast-paced world of mobile game development because I thought it would be a great place to learn a lot of skills that would help me get a job. I started working for Zynga as a Producer, where I focus on live operations for social mobile games.

What’s different about production on a live game as opposed to working on a game in development?

With service-based live games, we try to give users new and fun ways to interact with our game every day. One big difference between unreleased games and live games is that developing unreleased games costs money, while live games make money (or at least they should). So the goal of production isn’t to finish a project and get it ready for release; it’s to add new features to a game that’s already out so that it makes as much money as possible.

Another major difference is the presence and importance of user data. As a live game that is always adding new events, features, content, and so on, we can see how our players react to these changes and use that data to figure out the best way to keep supporting the game. You can only guess how people will react to your game while it’s being made if it hasn’t been released yet.

We can use this information about players to test changes we want to make to the game on a small group of people before deciding whether to make the change available to all users. For example, if we think that a new feature that lets players trade items with other players in their squad will make people spend more time in the game, we can test this feature on all of our users to see if our theory is right or if it has any unexpected negative effects, such as lowering demand for items in the in-game store. Then we can decide if it’s a good idea to fully release this feature or start over.

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Do you have to interview for Liveops?

What is the hiring process for remote jobs at Liveops? Very easy, there’s no interview process, you are considered a self employed contractor.

Why should we hire you?

A: When answering, focus on your relevant skills, experience, and achievements that make you the best fit for the role.You should hire me because I am a hard worker who wants to help your company succeed. I have the skills and experience needed for the job, and I am eager to learn and grow with your team .

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