Real-World Case Studies and Customer Success Stories with LiveOps

Liveops helped a national non-emergency medical transportation provider scale support hours by 4. 5x, from 600 to 2,700 weekly, in...just six months. The provider faced high Monday call volumes, with 30% of weekly service on that day. Liveops used precision staffing and a distributed agent model to meet demand. They implemented 100% AI-driven call auditing with Observe.AI for quality assurance. The program expanded to bilingual English and Spanish support, improving service for more members.
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Liveops moved onboarding support for a national logistics leader to the Philippines. The team cut support costs by 63% and... reduced transfers to internal teams from 15% to under 2%. Quality stayed high with an 88% QA score. The solution used precision scheduling and real-time coaching. The client now keeps ongoing support in the Philippines for better cost and efficiency.
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Liveops helped a national logistics leader cut support costs by 63% by moving onboarding assistance to the Philippines. Filipino agents guided... applicants through compliance and onboarding, reducing escalations and improving quality. The team achieved a 13% reduction in transfers and an 88% QA score. Liveops worked with the client's hiring technology partner to streamline applicant workflow. The solution used precision scheduling and real-time coaching to keep hiring fast and efficient.
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Liveops helped a national logistics leader cut onboarding support costs by 63% by moving operations to the Philippines. Filipino agents guided... thousands of job applicants through compliance and onboarding, reducing escalations and maintaining an 88% QA score. Transfers back to internal teams dropped from 15% to under 2%. The solution included inbound and outbound applicant support, precision scheduling, and real-time coaching. The client now keeps ongoing onboarding support in the Philippines for peak and non-peak hiring cycles.
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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 certified 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.
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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 weekly 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.
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Liveops helped a national delivery provider support 200,000 seasonal job candidates during peak hiring. The company faced technical issues and... high support demand. Liveops deployed 1,415 certified agents across 29 states. They managed nearly 196,000 candidate interactions using an omnichannel approach. The program achieved a 93.3% CSAT and 73.3 NPS, showing strong customer satisfaction.
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Liveops delivered scalable licensed support for a national insurance leader. Over 10 years, Liveops helped the client reach a 99%... CSAT score and a 33% inbound conversion rate. Outbound conversion rates rose from 12.5% to 34%. Applicant upgrade calls improved from 14% to 30% conversion. The program averaged a 90% compliance score and strong agent retention. Liveops used flexible incentives, advanced routing, and compliance tools to drive results in insurance contact center operations.
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Liveops helped a direct-to-consumer insurance organization triple its seasonal capacity, scaling from 200 to 600 licensed customer support agents in three months. The company faced... unpredictable inquiry spikes and inconsistent results from multiple vendors. Liveops provided a nationwide network of licensed agents, rapid ramp-up, and real-time lead qualification. Qualified transfer rates hit 20% versus an 18% goal, and conversion rates exceeded 10%, outperforming other vendors. The client consolidated to Liveops as their sole CX provider for insurance contact center solutions.
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Liveops Learning as a Service (LaaS) helped a leading insurance company cut average handle time by 34% and reduce abandoned calls by 30%. The company needed... scalable, high-quality certification for new contact center agents. Liveops provided certified agents for role-play and added AI simulation for guided practice. The solution enabled a two-week launch, 100% staffing, and improved agent readiness. The client praised Liveops for flexibility, responsiveness, and quality in insurance contact center training.
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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 enrollment periods. Liveops provided a nationwide network of licensed insurance support agents to qualify leads and connect buyers to the right products. Seasonal capacity tripled from 200 to 600 agents in three months. Qualified transfers averaged 20% and conversion rates exceeded 10%, beating previous vendors.
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Liveops partnered with a national insurance leader for over 10 years. The program began as voice-based sales support for licensed... agents. It grew to include applicant upgrades, direct bill, and outbound engagement. Liveops introduced new call types and improved agent performance with data insights and incentives. Inbound conversion rates reached 33%. Outbound conversion rates rose from 12.5% to 34%. The program achieved a 99% CSAT score and 90% compliance. 12% of agents have stayed since 2015, showing strong retention.
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Liveops delivered Learning as a Service (LaaS) and AI simulation to help a leading insurance company improve agent certification. The solution enabled... scalable, realistic role-play and guided practice for groups from 15 to over 300 agents. Agents were ready to support certification within two weeks. Average Handle Time dropped by 34% and abandoned calls fell by 30%. The program ensured 100% staffing and strong brand alignment for customer-facing teams.
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Liveops helped a top five national insurance company handle disaster-driven call surges. During Hurricane Sandy, Liveops agents managed nearly 50,000... calls, increasing capacity by 65%. For Hurricane Ida, call volume spiked 40%, with 89% of calls answered in under 20 seconds. Liveops' remote agent network scaled quickly, ensuring timely, empathetic support during crises. The partnership enabled the insurer to maintain high service levels and adapt to unpredictable events.
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Liveops helped a leading floral delivery company handle big spikes in customer service during holidays. The company needed fast agent... onboarding and support across calls, email, and chat. Liveops deployed 85 agents, recertified them in under 30 days, and adjusted quickly to last-minute changes. The team kept a 97% staffing rate and reached a 91% quality score during peak times. Liveops also scored 4.67 out of 5 on the 'Improves People’s Lives' metric.
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Liveops helped a Fortune 100 athletic apparel company scale customer support by 300% during peak periods. The company replaced its... brick-and-mortar contact center with a flexible, remote-first model. Customer satisfaction (CSAT) rose by 23% since launch, with monthly gains of 4% to 10%. Average speed to answer dropped from 45 to 28 seconds. The company expanded its partnership with Liveops by 11% year-over-year.
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Liveops helped a leading floral delivery company handle big spikes in customer service during holidays like Mother’s Day. The company needed... fast agent onboarding and support across calls, email, and chat. Liveops deployed 85 agents, recertified them on a new platform in under 30 days, and adjusted quickly to last-minute changes. They kept a 97% staffing rate and a 91% quality score during peak times. The program also scored 4.67 out of 5 for improving people’s lives.
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Liveops helped a global retailer handle a surge in customer support during the holiday season. The company provided voice and... messaging support across the U.S. and the Philippines. Liveops ranked #1 in customer satisfaction (CSAT) among all vendors, with 86.7% for voice and 83% for messaging. Messaging conversion reached 13.29%, beating the client’s goal. Liveops also delivered the lowest messaging handling time and supported high-value retail interactions.
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Liveops helped a leading luxury retailer handle over 8 million customer inquiries during peak holiday seasons. The retailer faced major... staffing shortages and underperforming vendors, risking service levels and brand reputation. Liveops rapidly onboarded 671 new agents and delivered 4,250+ extra support hours. Their team resolved 16,000+ tasks that other providers could not complete. Liveops outperformed all partners in key metrics like average handle time and customer satisfaction scores.
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Liveops helped a global retailer cut customer support costs by 54% by moving operations to the Philippines. The retailer scaled... from 107 to 1,103 agents in just three weeks. Liveops' tiered agent model improved call handling and reduced wait times. The client exceeded forecasted outsourcing needs by 185% during peak events. Filipino agents achieved a 100% day 1 certification show rate and strong retention.
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Liveops helped the #1 best-selling tax preparation software company scale customer support during tax season. The company needed to handle... surges in demand and reduce costs. Liveops provided a flexible remote agent network, enabling real-time scalability and nationwide coverage. The client achieved a 152% year-over-year increase in support hours, a 6-point NPS improvement, and over 25% cost savings compared to other BPO models. Liveops' solution improved customer satisfaction and operational efficiency.
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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.
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Liveops helped a leading tax preparation software provider handle high call volumes during tax season. The support model scaled from... 77 to 700 agents, managing 460,124 calls from January to April 15. Liveops achieved a 52.6 tNPS, 10 points above the partner average, and reduced transfer rates by 46%. The program enabled faster customer filing milestones and improved issue resolution rates. The client ranked Liveops as their top partner for customer support metrics.
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Liveops responded to a major data breach at a leading credit bureau. The company scaled from 29 to 293 customer... service agents in just six weeks. Liveops prepared agent rosters of 50 within 48 hours for each class, repeating this 11 times. They delivered 721 support hours in a single peak day. The rapid response helped the credit bureau manage unpredictable call spikes and maintain service levels during the crisis.
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Liveops helped a top-rated wireless carrier scale customer support during rapid growth. The carrier faced high attrition and staffing shortages... as it surpassed 4 million customers. Liveops provided a flexible, nationwide agent network, improving response times and service quality. The partnership led to a 17X increase in call volume handled, a 12.23% rise in average order value, and an 18.75% boost in Voice of Customer scores. Liveops enabled the carrier to meet demand and drive higher customer satisfaction.
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Liveops helped a top-rated wireless carrier handle rapid growth and rising customer expectations. The carrier faced staffing shortages and high... attrition as it surpassed 4 million customers. Liveops provided a flexible, nationwide agent network, improving coverage and response times. The partnership led to a 17X increase in call volume handled, a 12.23% rise in average order value, and an 18.75% boost in Voice of Customer scores. The carrier improved customer satisfaction and operational efficiency with scalable support.
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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.
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Liveops helped a national virtual care provider handle up to 75,000 calls per month. The provider needed to scale support... and add bilingual Spanish service. Liveops used a flexible agent model and precision scheduling. They replaced third-party translation with certified bilingual agents. Results included 97.5% SLA compliance, 89% quality scores, and 96% CSAT. Member experience improved and costs dropped.
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Liveops Virtual Flex model helped a leading medical testing company handle rapid growth and 24/7 patient support. The company faced... agent shortages and needed HIPAA-compliant, empathetic agents. Liveops provided qualified virtual agents nationwide, ensuring business continuity during weather events and the pandemic. The partnership enabled fast onboarding, seamless platform transitions, and met or exceeded staffing and KPI goals. The client praised Liveops for professionalism, flexibility, and strong partnership.
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Liveops helped a national non-emergency medical transportation provider handle high Monday call volumes and rapid demand surges. The provider needed... to ramp up support quickly, especially during peak periods like the first Monday of the year. Liveops delivered a flexible support model, scaling up to 1,200 agents and 21,000 hours in a week. The ramp-up time was 75% faster than the client’s internal teams. Liveops also expanded bilingual English and Spanish support and used AI to audit 100% of calls. The program grew 25x in weekly support hours, maintaining service quality and fast response times.
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