Outsourced customer service for communications

Driving loyalty and growth through better customer service

Liveops supports leading communications companies by delivering responsive, brand-aligned service across every interaction—from plan changes to outage updates.

The experienced agents within our domestic and global networks help reduce churn, protect ARPU, and ensure subscribers get the help they need—when and how they need it.

12%

AOV increase

17x

Call volume growth

18.75%

Increase in VOC

Liveops provides a variety of scalable communications contact center solutions to leading telecom and media brands

  • Plan and billing support
  • Technical troubleshooting
  • Device setup and activation
  • Subscription management
  • Outage notifications and updates

See our scalable solutions

Case study | communications

Discover how liveops supported rapid growth for a top U.S. wireless carrier

A top U.S. wireless carrier partnered with Liveops during a period of rapid growth and nationwide 3G upgrades. By scaling quickly across time zones with experienced remote agents, the brand achieved 17x call-volume growth and an 18.75% boost in VOC scores—all while maintaining service quality.

Read the case study

Transform your communications customer experience

The communications industry evolves fast—your customer support should, too. Liveops delivers scalable domestic and global services for wireless, broadband, and streaming providers that reduce churn, increase satisfaction, and keep subscribers connected.

Wireless providers

  • Plan and billing support
    Help customers navigate plan changes, billing questions, and data usage limits with clear, brand-aligned service.
  • Device setup and activation
    Guide users through SIM card activation, device pairing, and number transfers across all major operating systems.
  • Account access assistance
    Support password resets, security verification, and account recovery while protecting sensitive information.

Broadband and internet service

  • Outage communication
    Deliver real-time outage updates, ETAs, and restoration messaging to reduce frustration and prevent repeat calls.
  • Technical troubleshooting
    Walk customers through Wi-Fi issues, router resets, and connectivity diagnostics with patience and precision.
  • Installation support
    Assist with technician scheduling, setup instructions, and follow-up to ensure successful home connectivity.

Cable and streaming services

  • Subscription management
    Support service upgrades, downgrades, and retention efforts while minimizing cancellations and confusion.
  • Access and login help
    Quickly resolve account lockouts, password errors, and streaming access issues across all devices.
  • Content availability support
    Clarify channel lineups, package details, and regional restrictions to enhance viewer satisfaction.

Prepaid and value plans

  • Balance inquiries and refills
    Provide up-to-date usage, expiration timelines, and top-up options for smooth, ongoing service.
  • Plan guidance and upgrades
    Help users choose data and talk plans that match their lifestyle without unnecessary upselling.
  • Device compatibility support
    Verify phone compatibility, assist with SIM installation, and support bring-your-own-device options.

Field service coordination

  • Appointment scheduling
    Book, reschedule, or cancel technician visits with live support and customer-friendly confirmation steps.
  • Installation support
    Guide customers through self-install kits or prepare them for successful technician visits in advance.
  • Real-time updates
    Send ETA alerts, appointment changes, and follow-up notices to keep customers informed and satisfied.

Enterprise and B2B solutions

  • Billing support for business plans
    Assist account managers with billing structures, user permissions, and consolidated invoicing needs.
  • Equipment provisioning assistance
    Support IT teams with bulk device setup, secure provisioning, and onboarding for new users.
  • Support ticket triage
    Identify, categorize, and escalate support requests based on urgency, SLAs, and contract requirements.
Quote What OUR clients say
Liveops offers a level of staffing flexibility we haven’t seen elsewhere. The ability to ramp support up or down—even in 30-minute intervals—is a game changer for managing dynamic volume.
Chief Operating Officer, Healthcare Client
Quote What OUR clients say
We’ve worked with lower-cost providers, but the quality wasn’t there. Liveops consistently delivers a higher caliber of service.
Director of Operations, Healthcare Client
Quote What OUR clients say
Liveops integrates seamlessly with our internal platforms, which makes it easy to stay aligned while still benefitting from their innovations.
CX Program Lead, Healthcare Client

Related resources

Stop outsourcing, start outsmarting

Join the brands redefining customer experience with Liveops. Empathetic agents, tech-powered delivery, and the flexibility to meet every moment. Let’s talk.

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