Real-World Case Studies and Customer Success Stories with LiveOps

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.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..

Liveops helped a national non-emergency medical transportation provider handle a 4.5x increase in call volume, scaling from 600 to 2,700 service hours per week in six months. Mondays saw 30% of weekl...y volume, making flexible staffing critical. Liveops used precision scheduling and a distributed agent model to meet demand spikes. The provider implemented Observe.AI for 100% call auditing, moving from manual to automated quality assurance. The solution improved service consistency and responsiveness for high-volume days.
Show More..

Liveops helped a national delivery provider hire over 200,000 seasonal workers in two months. The company faced technical issues and high support demand during peak hiring. Liveops deployed 1,415 cer...tified agents across 29 states using custom training. They managed omnichannel support and automated reporting. The result was a 93.3% CSAT score and 73.3 NPS, supporting 195,858 candidates.
Show More..

Liveops moved onboarding support for a national logistics leader to the Philippines. The client needed to cut costs and handle seasonal hiring for thousands of applicants. Liveops used Filipino agent...s to guide applicants, reduce escalations, and streamline hiring with the client's technology partner. This led to a 63% reduction in support costs, a 13% drop in transfers, and an 88% QA score. The client kept ongoing support in the Philippines for continued savings and efficiency.
Show More..

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.
Show More..

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.
Show More..

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.
Show More..

Liveops helped a top insurance company handle seasonal spikes in customer inquiries. The company needed to convert more inbound interest into licensed sales conversations, especially during annual en...rollment periods. Liveops provided a nationwide network of licensed insurance support agents and rapid, role-specific certification. Seasonal capacity tripled, growing from 200 to 600 agents in three months. Qualified transfer rates hit 20%, and conversion rates reached over 10%, beating previous vendors and goals.
Show More..

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.
Show More..

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.
Show More..

Liveops responded to a major credit bureau's data breach by scaling from 29 to 293 customer service agents in just six weeks. The team rostered 50 new agents within 48 hours for each class, repeating... this process 11 times. Liveops used a flexible workforce model and focused on tech-savvy agents with IT support skills. This rapid response helped the credit bureau manage unpredictable call spikes and provide critical support during the crisis.
Show More..

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.
Show More..

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.
Show More..

Liveops helped a regional natural gas company improve customer service during seasonal demand spikes. The company faced high call volumes, outdated technology, and compliance challenges. Liveops prov...ided a remote agent network, enabling 130% flexibility and a 33% reduction in onboarding time. Customer satisfaction reached 94%. The solution reduced costs and ensured business continuity during peak periods.
Show More..

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.
Show More..

Liveops helped a leading designer sports apparel company scale customer support by over 300% during peak season. The company improved customer satisfaction scores by 23%. Liveops provided virtual con...tact center solutions with skilled agents. The solution delivered seamless omnichannel support and operational efficiency. The company handled seasonal demand spikes and maintained high service quality.
Show More..

Liveops delivered hyper-flexible contact center solutions for the U.S. Small Business Administration during the COVID-19 crisis. The SBA faced a surge in call volume, needing to scale from 3,000 to 6...,000 agents and handle up to 136,000 calls per day. Liveops launched operations within days, building a full training curriculum in 48 hours. Their agile remote workforce ensured uninterrupted customer service for critical relief programs. This rapid response supported the Economic Injury Disaster Loan and Paycheck Protection Program.
Show More..

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.
Show More..

Liveops helped a top pharma company keep patient satisfaction at 96% while reducing costs. The company needed to balance compliance, care quality, and budget. Liveops provided a remote network of ski...lled agents, both clinical and non-clinical, to handle patient calls. The solution included tailored training, compliance, and a triage process for call routing. Over 514,000 unique patients were supported during a 17-year partnership.
Show More..

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.
Show More..