Client Success -
Healthcare
Scaling with Speed: Meeting High Monday Call Volumes for a Non-Emergency Medical Transportation Provider
200%
Hour Increase
30%
Weekly Monday Volume
100%
AI Call Auditing
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Overview
When a national non-emergency medical transportation provider needed to scale quickly and efficiently, they turned to Liveops to deliver a more responsive and flexible support solution. The goal was clear: provide critical customer support that could flex with real-time demand, without compromising service consistency. What began as a modest goal of 600 service hours per week quickly accelerated—with volume increasing by 4.5x to 2,700 hours within six months of launch.
Backed by a distributed agent model and real-time delivery tracking, Liveops helped the client ramp rapidly, navigate intraweek volume spikes, and implement a 100% AI-driven quality assurance program. Today, the partnership continues to evolve to meet the unique rhythms of the transportation industry.
Key Challenges
The transportation provider struggled with large fluctuations in volume—especially early in the week. Mondays, in particular, represented the biggest challenge, with roughly 30% of all service volume falling on that one day alone.
Early in the partnership, Monday volume emerged as a critical focus area due to its consistently high demand. Liveops quickly aligned resources to meet this need—reinforcing delivery consistency, building client confidence, and establishing a reliable support rhythm for the most time-sensitive day of the week.
The Liveops Solution
Liveops built a scalable support model tailored to the transportation industry’s unpredictable demand patterns. The team ramped rapidly from an initial goal of 600 hours to 900 hours before certification had even ended—and within six months, the client was requesting 2,700 hours weekly, marking a 4.5x increase in volume.
To meet this demand without overstaffing, Liveops implemented a precision staffing strategy that allowed resource adjustments in 30-minute increments. This approach ensured optimal coverage throughout the day, enabling the team to flex up or down based on real-time call arrival patterns, intraweek trends, and peak-day surges like Mondays.
To support quality at scale, the client implemented Observe.AI to audit 100% of calls. The AI solution positioned the program to move away from manual QA and toward automated, full-volume monitoring. This, combined with Liveops’ flexible resource alignment, helped ensure the client could confidently deliver services at the scale needed—particularly on high-pressure days like Mondays.
The End Result
Today, the program continues to meet or exceed delivery expectations week after week. By quickly analyzing call arrival patterns and adapting resource alignment, the team demonstrated an ability to learn, pivot, and succeed in a dynamic environment. This agility proved essential in supporting Monday’s consistently high volume and reinforcing trust through reliable, on-time service delivery.
With 30% of services occurring on Mondays and volume surging 4.5x in just half a year, the partnership stands as a model for how rapid scaling and agile delivery can be achieved in high-demand, time-sensitive industries.
Liveops remains a key support partner, helping this client meet growing demands with precision, empathy, and consistency. Whether responding to intraweek surges, intraday spikes, or sustaining steady-state operations, Liveops provides the flexibility to ramp up, scale down, or stabilize—delivering reliable performance regardless of volume patterns.
Why Choose Liveops for Healthcare?
300%+
AI Customer Triage
cut wait times and improve first-call resolution
39%
Key Takeaways
4.5x Volume Growth
Service hours increased 4.5x—from 600 to 2,700—in just six months.
Monday Volume Surge
30% of all weekly service volume consistently occurs on Mondays.
Full QA Coverage
100% of calls are audited using Observe.AI’s QA technology.
Consistent Hour Delivery
Weekly support hours now consistently meet or exceed requested delivery.
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