Real-World Case Studies and Customer Success Stories with LiveOps

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 agents 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.
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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 delivered surge-ready contact center support for a national roadside assistance provider serving rental car brands and auto club partners. The client faced... unpredictable call volumes from weather and travel spikes. Liveops scaled coverage, improved call logging, and supported CSAT feedback. Results included 80% of calls answered in 20 seconds, a 5% abandon rate, 98% call logger accuracy, and an 89% QA score. The solution ensured reliable, high-quality customer service during demand surges.
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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 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 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.
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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 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 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. 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 improve customer experience with a flexible, remote workforce. The company faced challenges... with scaling support during peak seasons and disruptions 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.
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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 voice 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.
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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 agents 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.
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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 model 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.
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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.
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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 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 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 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 training 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.
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Liveops helped a top five national insurance company handle a 65% increase in flexibility and manage 50,000 calls during hurricane Sandy. The insurer faced... major call surges after severe ice storms and needed fast, reliable customer support. Liveops provided scalable customer service solutions that adapted quickly to unplanned natural disasters. This partnership enabled the insurer to deliver timely, empathetic support without maintaining a large permanent workforce. The 12-year collaboration shows strong results in crisis response and operational efficiency.
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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 flexible 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.
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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 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.
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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 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 prepared 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.
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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 flexible 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.
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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 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 scale customer support during rapid growth. The carrier faced high attrition and staffing shortages... in their contact center. Liveops provided a flexible, nationwide 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.
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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 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 virtual care provider scale customer support to handle up to 75,000 calls per month. The provider needed... to deliver bilingual support and manage seasonal surges. Liveops used certified agents, precision scheduling, and a dedicated Spanish-language option. The solution achieved 97.5% SLA compliance, 89% quality scores, and 96% CSAT. Members now get faster, more empathetic support without third-party translation.
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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 patient 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.
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Liveops helped a regional natural gas company improve customer service during seasonal demand spikes. The company used Liveops' remote agent... network to handle unpredictable call volumes and reduce onboarding time by 33%. Customer satisfaction reached 94% CSAT. The flexible staffing model gave the company 130% flexibility in meeting call forecasts. Liveops enabled cost savings and ensured regulatory compliance for the utility provider.
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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 provided 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.
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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.
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Liveops provided rapid contact center support for the U. S. Small Business Administration during the COVID-19 crisis. The SBA needed...to handle up to 136,000 calls per day for emergency loan programs. Liveops scaled from 3,000 to 6,000 agents in days and certified over 6,000 agents in two days. 80% of calls were answered within 20 seconds. The initial 30-day contract became a long-term partnership with expanded Tier 2 support.
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Liveops helped a global pharmaceutical client keep patient satisfaction at 96%+ while reducing costs. The client needed to balance compliance,... cost, and care with a mix of clinical and non-clinical call center agents. Liveops provided a nationwide network of remote agents, tailored training, and a triage process to route calls efficiently. The partnership doubled utilization rates, cut overhead, and ensured ongoing compliance. Over 514,000 unique patients were supported in a 17-year partnership.
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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 skilled 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.
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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 platform 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.
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Liveops helped a major MCO achieve a 95% QA score and 100% SLA compliance. The MCO faced staffing and certification... challenges in healthcare call center operations. Liveops provided flexible workforce management and rapid agent certification in under 2 weeks. This partnership enabled the MCO to meet strict regulatory requirements and scale quickly. The solution reduced operational costs and improved service quality.
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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 contact 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.
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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 staffing 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.
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