Transportation/Trucking/Railroad Case Studies and Success Stories with LiveOps
CASE STUDY National delivery provider
Liveops helped a national delivery provider hire over 200,000 seasonal workers. The company faced challenges with high support volumes and technical issues during the hiring process. Liveops deployed... 1,415 certified agents across 29 states, using custom training and a centralized support system. They managed 195,858 candidate interactions, scaling support volume by 50 times. The provider achieved a 93.3% CSAT and 73.3 NPS during peak season.
Retail Case Studies and Success Stories with LiveOps
CASE STUDY A leading luxury retailer (one of North America’s most iconic luxury department stores)
Liveops helped a leading luxury retailer scale customer support during the 2024 holiday season. The retailer faced staffing shortages and high inquiry volumes. Liveops quickly onboarded 671 new agent...s and handled over 8 million customer contacts. They provided 4,250+ extra support hours and resolved 16,000+ tasks from another vendor. Liveops outperformed other partners in key metrics like AHT and CSAT, ensuring strong customer experience during peak times.
Liveops helped a Fortune 100 athletic apparel company improve customer experience with a flexible, remote workforce. The company faced challenges with scaling support during peak seasons and disrupti...ons from the pandemic. Liveops provided a remote agent network, custom training, and rapid deployment. Results included a 23% increase in CSAT, service levels rising from 52% to 86%, and the ability to handle up to 300% of forecasted volume. The partnership led to faster response times and a 34% reduction in average handle time.
Liveops helped a leading floral delivery company handle big spikes in customer service during holidays like Mother’s Day and Christmas. The company needed fast agent onboarding, longer service hours,... and support across calls, email, and chat. Liveops deployed 85 agents, updated training for a new service platform, and re-certified agents in under 30 days. They kept a 97% staffing rate and reached a 91% quality score during peak times. The program also scored 4.67 out of 5 for improving people’s lives, showing strong agent satisfaction.
Liveops helped a global retailer handle high call and chat volumes during the holiday season. The retailer needed a flexible solution to manage customer service spikes. Liveops provided scalable voic...e and messaging support, managing 211% of forecasted voice volume and 119% of chat volume. Sales conversion rates rose to 13.09%, above the 12% goal. December became the retailer’s highest revenue month ever. Liveops helped the retailer maintain quality service and brand reputation during peak demand.
Liveops helped a global retail client cut customer support costs by 54% by moving operations to the Philippines. The client scaled from 107 to 1,103 agents in just 3 weeks. Liveops' tiered agent mode...l improved call handling and reduced wait times. The client exceeded forecasted outsourcing needs by 185% during peak events. Filipino agents showed 100% day 1 certification and high retention, ensuring strong service quality.
Financial Services Case Studies and Success Stories with LiveOps
CASE STUDY #1 best-selling tax preparation software company
Liveops helped the #1 best-selling tax preparation software company handle high demand during tax season. The company needed to scale customer support quickly and cut costs. Liveops provided a flexib...le network of remote agents for voice and chat support. This solution led to a 152% year-over-year increase in support hours and a 6-point rise in NPS. The company also saved over 25% compared to other BPO models.
Liveops helped a major credit bureau respond to a big data breach. The bureau faced a sudden spike in customer calls. Liveops quickly increased its agent team from 29 to 293 in just six weeks. They p...repared agent rosters of 50 within 48 hours for each class. Liveops delivered 721 support hours in a single peak day. Their flexible workforce and fast response kept service levels high during the crisis.
Entertainment Case Studies and Success Stories with LiveOps
CASE STUDY A global leader in subscription-based streaming
Liveops helped a global streaming leader improve customer support during rapid growth. The company used Liveops' agile workforce management and flexible staffing. They launched a custom e-learning pl...atform called StreamU for agent training. First Call Resolution rates improved by 4-8%. Agent graduation rates increased by 35%. Service quality reached 88% in the first year. The company also saw an 8% increase in Average Order Value.
Insurance Case Studies and Success Stories with LiveOps
CASE STUDY Top Five National Insurance Company
A top insurance company managed unprecedented call spikes during 2010 ice storms using flexible workforce solutions, improving customer service capacity significantly.
Liveops helped a top five national insurance company handle customer service during natural disasters. The company faced big call surges after storms and needed a fast, flexible solution. Liveops pro...vided remote agents who could quickly scale up to meet demand. During Hurricane Sandy, Liveops increased capacity by 65% and handled nearly 50,000 calls. In Hurricane Ida, 89% of calls were answered in under 20 seconds. The partnership allowed the insurer to keep service quality high during crises and adapt to changing needs.
A top insurance company managed unprecedented call spikes during 2010 ice storms using flexible workforce solutions, improving customer service capacity significantly.
Liveops provided scalable licensed support for a national insurance leader. The client faced challenges with maintaining licensed coverage and supporting a growing business. Liveops introduced flexib...le program design, performance incentives, and enhanced agent training. Over 10 years, inbound conversion rates hit 33%, outbound conversion rates rose from 12.5% to 34%, and applicant upgrade calls improved from 14% to 30%. The program achieved a 99% CSAT score and 90% compliance. 12% of agents have stayed on the program for over a decade, showing strong retention.
Liveops provided agile role-play solutions for a leading insurance company's new contact center certification program. The client needed scalable staffing and fast agent certification to keep trainin...g on track. Liveops delivered certified agents within two weeks, supporting realistic role-play scenarios for groups from 15 to over 300. The partnership achieved a 34% reduction in Average Handle Time and a 30% reduction in abandoned calls. The client praised Liveops for flexibility, responsiveness, and high-quality service.
Telecommunications Case Studies and Success Stories with LiveOps
CASE STUDY A top-rated wireless carrier
Liveops helped a top-rated wireless carrier scale customer support during rapid growth. The carrier faced high attrition and staffing shortages in their contact center. Liveops provided a flexible, n...ationwide virtual agent network. The solution led to a 17x increase in call volume capacity, a 12.23% rise in average order value, and an 18.75% boost in Voice of Customer scores. The carrier improved customer experience and operational efficiency with Liveops.
Liveops helped a top-rated wireless carrier scale customer support. The carrier used Liveops to handle more customer requests. This helped the company grow. The case study shows how flexible support ...can help telecom companies.
Liveops helped a leading medical testing company scale patient support during rapid growth. The company faced challenges with limited local talent and needed to maintain compliance and empathy in pat...ient care. Liveops provided skilled agents, flexible staffing, and fast onboarding. The solution enabled 700% agent growth, 94% QA scores, and 95% CSAT. Liveops also supported a smooth transition to a new EHR system and met fluctuating call volumes during the COVID-19 pandemic.
Other Industry Case Studies and Success Stories with LiveOps
CASE STUDY A national non-emergency medical transportation provider
Liveops helped a national non-emergency medical transportation provider scale customer support fast. The provider faced big call spikes, with 30% of weekly calls on Mondays. Liveops used a flexible s...taffing model, growing service hours from 600 to 2,700 in six months. They used Observe.AI to audit 100% of calls. The provider now meets or beats delivery goals every week, even during high-demand times.
