Client Success -
Insurance
Supporting Insurance Contact Center Certification with Agile Role-Play Solutions
34%
Reduction in AHT
30%
Reduction in CAR
2
Week launch
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Overview
When a leading insurance company launched a new captive contact center, they needed a way to ensure their agents were fully prepared before handling live customer interactions. Their certification program relied on role-play exercises to simulate real-world calls, but they required agile and reliable support to execute these exercises effectively.
Liveops stepped in to provide certified agents who could facilitate role-play calls, ensuring the client’s onboarding agents developed the skills needed to deliver exceptional customer service. The result? A flexible, responsive partnership that improved certification quality, agent readiness, and overall service performance.
Key Challenges
The client faced several key challenges in their training program. They needed scalable staffing solutions to accommodate training groups that varied in size, ranging from 15 to over 300 agents. Speed to proficiency was critical, requiring agents to be rapidly certified and ready to support role-play exercises to keep training schedules on track.
Maintaining quality standards was another priority, ensuring that role-play scenarios were realistic and met benchmarks for Average Handle Time (AHT) and abandoned calls. Additionally, agent retention was essential to sustain a consistent pool of engaged and proficient agents who could deliver a wide variety of role-play scenarios.
The Liveops Solution
Liveops agents acted as role-play guides during the client’s certification sessions, simulating over 170 different scenarios with multiple characters per scenario. This agile approach ensured that new agents experienced realistic interactions, effectively preparing them for live customer calls.
Liveops’ flexible staffing model seamlessly accommodated demand fluctuations, supporting training groups of varying sizes. Within two weeks, a certified pool of Liveops agents was ready to facilitate role-play exercises, ensuring the client’s training programs remained on schedule.
The entrepreneurial mindset of Liveops agents allowed them to adapt quickly and transition smoothly between scenarios, delivering high-quality interactions that enhanced the certification program.
This approach resulted in performance metrics that exceeded expectations, with Average Handle Time 34% shorter than the target and abandoned calls 30% fewer than anticipated.
"LiveOps has remained flexible to meet our needs, whether supporting a group of 15 trainees or over 300. They have proven to be a responsive, flexible, and quality business partner"
Manager of Claims Learning Delivery - Insurance client
The End Result
Liveops’ agile role-play support enabled the insurance client to achieve several key outcomes. New agents completed certifications with confidence, fully prepared to handle live customer calls effectively.
The partnership maintained 100% staffing levels throughout the first year, providing consistent support regardless of training group size. Realistic role-play scenarios enhanced the quality of the certification process, improving agent proficiency and reducing handle times. The client praised Liveops for their flexibility, responsiveness, and commitment to delivering high-quality service.
Why Choose Liveops for Insurance?
300%
Routing Attributes API & Automated License Management
ensured compliance, optimized agent availability, and reduced license costs by 30%
25
Key Takeaways
Flexible Staffing
Achieved 100% staffing throughout the first year, ensuring consistent support for variable certification class sizes.
Speed to Proficiency
Liveops agents were certified and ready to support the program within two weeks.
Quality Performance
Reduced Average Handle Time by 34% and abandoned calls by 30% compared to targets.
High Agent Retention
The rewarding nature of role-play support led to strong agent satisfaction and retention.
Client Satisfaction
The client praised Liveops’ flexibility, responsiveness, and quality service.
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