Client Success -

Offshore, Travel and Hospitality

Cutting Support Costs by 63% for a National Logistics Leader with Philippines Agents

63%

cost savings

13%

reduction in transfers

88%

QA score

Overview

A national logistics leader needed a smarter way to scale seasonal hiring support ahead of peak. Liveops fully transitioned onboarding assistance to the Philippines for this client.

Filipino customer support agents guided the client’s applicants through compliance and onboarding steps, maintained quality, reduced escalations back to the clients’ teams, and delivered a significant reduction in cost.

In parallel, Liveops collaborated with the client’s hiring technology partner (their applicant workflow system) to streamline handoffs so that they could hire at speed.

Key challenges

Seasonal hiring cycles required fast, reliable help for thousands of applicants—that is, job candidates progressing through the client’s hiring technology partner.

The work spanned I-9 and W-4 questions, e-verifications, photo matches, background checks, and document readiness. The client needed meaningful cost reduction without losing speed or experience, and too many interactions were bouncing back to internal teams.

The Liveops solution

Liveops shifted the program to 100% Philippines delivery while maintaining a small IVR overflow to U.S. support if needed. In practice, that IVR path was used far less than anticipated because the Philippines team consistently met expectations and delivered a smooth applicant experience.

During non-peak, professionals handled inbound applicant inquiries and non-voice case work (photo matches, e-verifications, document checks). For peak, we activated an outbound assist workflow to help candidates complete applications on time.

We operationalized this with interval-based/precision scheduling, clear peak/non-peak playbooks, and frontline enablement via Agent Results Advocates, handing real-time issue clearing, one-to-one coaching, and tight cross-channel comms. A regular governance cadence (daily huddles to weekly reviews) kept execution aligned and fast.

"The Liveops L&D team collaborated well, providing a clear framework to architect the ideal learning solution for our partner, one the world's largest supply chain and logistics company. Whenever challenges arose or questions came up, their team responded quickly and thoughtfully, offering consultative guidance that helped us navigate obstacles effectively."

National Logistics Leader

The end result

The client chose to keep ongoing onboarding support in the Philippines through Liveops in partnership with the client’s hiring technology partner. Operating costs now run at 37% of prior cost, which is a 63% cost reduction.

Transfers back to the client’s internal teams decreased from roughly 15% to under 2%, and quality held at 88% QA while the certification pipeline expanded to ensure peak coverage.

Cost: 63% savings

Containment: 2% transfer rate to client teams (down from 15%)

Quality: 88% QA score

Capacity: ~45 agents active off-peak → 357 in certification now, ~420 expected after the final class

Frontline enablement: 2 Philippines Agent Results Advocates promoted from the first class and supporting floor performance for the past three months.

Why choose Liveops for travel and hospitality?

1000%+

flexibility to expected or unexpected events

AI and technology-driven efficiency

empowering agents with real-time support, streamlining contact center operations, and optimizing workforce management

years of travel and hospitality industry

Key takeaways

Explore our travel and hospitality service offerings

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