Client Success -
Offshore, Transportation
From Pilot to Partnership: How Liveops Delivered Exceptional Quality and Flexible Offshore Support Ahead of Back-to-School Season
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Overview
When a leading student transportation platform launched a pilot with Liveops, the goal was straightforward: determine whether a flexible offshore support model could deliver the quality, responsiveness, and operational agility needed to support a growing customer service operation.Â
Starting with just 10 customer service agents based in the Philippines, Liveops quickly demonstrated strong performance across both service and quality metrics.Â
Within only three weeks, the pilot had already delivered measurable results. High customer satisfaction, strong quality scores, and the ability to flex coverage with almost no notice gave the client the confidence to transition the pilot into a long-term partnership while expanding support ahead of its busiest season.Â
Key challenges
The client needed a partner capable of delivering more than consistent customer support. The organization required operational flexibility that could adapt quickly as business needs changed.Â
During the pilot, support volumes remained relatively light because schools were out for the summer. However, the client needed confidence that the delivery model could rapidly scale before demand increased with the return to school and continue supporting customers throughout the academic year.Â
The program also required:Â
- Rapid agent readiness Â
- Consistently high service quality Â
- Reliable phone responsiveness Â
- Flexible scheduling to cover early morning and extended weekend hours Â
- An offshore delivery model capable of adapting quickly without sacrificing customer experience Â
The Liveops solution
Liveops launched the pilot with 10 customer service agents in the Philippines, providing a flexible offshore delivery model designed to support the client’s customer service operation while preparing for future growth.Â
From the outset, Liveops focused on building a support model capable of adapting quickly to changing business needs. Agents averaged approximately 30 hours per week, helping meet the client’s operational requirements while maintaining the flexibility to expand coverage as demand evolved.Â
Within just two weeks, Liveops introduced weekend support operating approximately 22 hours per day, rapidly adjusting agent schedules to provide extended availability without disrupting service quality.Â
The flexibility of the Liveops model was further demonstrated when the client needed unexpected early morning coverage. After receiving a request to support calls between 1:00 a.m. and 3:00 a.m. Pacific Time, Liveops adjusted schedules and filled the coverage within one day, ensuring uninterrupted customer support during a difficult-to-cover shift.Â
With the back-to-school season approaching, Liveops also prepared the program for additional volume, providing the client with a scalable support model capable of expanding alongside seasonal demand while maintaining a consistent customer experience.Â
The end result
In only three weeks, the pilot exceeded expectations and demonstrated Liveops’ ability to deliver high-quality customer support with exceptional operational flexibility. The success of the program led the client to transition from pilot to contract while expanding support ahead of its busiest season.Â
Operational performance consistently exceeded expectations throughout the pilot. Liveops achieved a 95% answer rate, surpassing the client’s 90% answer-the-phone (ATP) goal, while answering calls within 60 seconds.Â
Customer experience results were equally strong, with the program earning a 100% customer satisfaction (CSAT) score during the pilot.Â
Quality performance also stood out across every major category. Liveops achieved 100% transfer ticket accuracy, 100% escalation accuracy, 95% introduction compliance, and 94% documentation quality. The team also ranked as the top-performing support partner for escalation accuracy, introductions, and documentation quality when compared with both the client’s internal team and another outsourcing provider. In transfer ticket accuracy, Liveops achieved 100%, outperforming the client’s internal operation (72%) and another outsourcing partner (50%).Â
The pilot also demonstrated the value of Liveops’ flexible delivery model. The team successfully launched 22-hour weekend coverage within two weeks and filled unexpected overnight support requests in just one day, giving the client confidence that support could quickly adapt to changing operational needs.Â
As demand increases throughout the school year, Liveops continues to provide a scalable offshore support model capable of expanding capacity while maintaining the quality, responsiveness, and flexibility established during the pilot.Â
Why choose Liveops for travel and hospitality?
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
Pilot converted to contract in just 3 weeks
Strong operational performance and quality results accelerated the transition from pilot to long-term partnership.
100% customer satisfaction (CSAT)
The pilot achieved a perfect CSAT score while consistently meeting or exceeding quality expectations.
Outperformed internal and external teams
Liveops achieved 100% transfer ticket accuracy, outperforming both the client's internal operation (72%) and another outsourcing provider (50%), while also delivering 100% escalation accuracy, 95% introduction compliance, and 94% documentation quality.
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