Client Success -
Communications
Scaling Customer Support and Driving Growth for a Top-Rated Wireless Carrier
12%
AOV Increase
17x
Call Volume Growth
18.75%
Increase in VOC
Share
Overview
As customer expectations evolved and demand surged, a top-rated wireless carrier needed a support solution that could scale seamlessly without disrupting service quality. Traditional staffing models were proving ineffective, and maintaining efficiency across time zones was becoming increasingly difficult.
To stay ahead, the client partnered with Liveops, leveraging a vast network of experienced agents to enhance flexibility, improve customer satisfaction, and drive measurable growth.
Key Challenges
A top-rated wireless carrier was experiencing explosive business growth, surpassing 4 million customers at a rapid pace. However, their brick-and-mortar contact center struggled with high attrition and staffing shortages, making it difficult to handle fluctuating call volumes during peak hours.
Adding to the challenge, nearly 485,000 existing customers needed to upgrade their 3G devices before a critical service deadline. Without a sufficient agent base to provide support, the company urgently sought a partner that could scale quickly.
They turned to Liveops for its proven ability to ramp efficiently, the professionalism of its experienced agent community, and the adaptability of its outsourced customer service model.
The Liveops Solution
Talent: Aligning experience and geography
The wireless carrier’s primary customer base consisted of a mature audience (ages 45-50+), primarily located along the East Coast and Southwestern states. The client was drawn to Liveops’ ability to match their customers demographically and provide empathetic, highly skilled service.
The agents within our vast network boast an average of 15+ years of work experience, with diverse backgrounds that enable them to connect with customers authentically while efficiently resolving issues. Additionally, Liveops’ virtual network spans across the United States, ensuring seamless coverage across all time zones.
The client’s traditional brick-and-mortar contact centers were concentrated on the West Coast, creating service gaps for customers in different time zones. With Liveops, the client gained nationwide coverage that aligned with their customers’ locations, improving response times and service consistency.
Scalability: Delivering agents when customers need them most
Liveops eliminated the inefficiencies of the client’s traditional contact center model. Unlike brick-and-mortar agents who sit idle during slow periods or become overwhelmed during peak hours, Liveops’ elastic model ensured optimal staffing at all times.
With Liveops, the client could dynamically scale support, increasing agent availability during peak periods without adding unnecessary overhead. The agents seamlessly absorbed surges in call volume, delivering a cost-effective and high-quality augmentation to their existing operations.
“[Over the partnership] we’ve seen some all-time high VOCs. We appreciate your focus and dedication to servicing our customers with improvements to customer experience.”
The End Result
Liveops provided the coverage, expertise, and scalability the client needed—consistently meeting and exceeding performance expectations. As a result, the partnership expanded quickly, with Liveops supporting additional lines of business.
- Within weeks of launch, Liveops had over 150 FTE certified on the program.
- Liveops was consistently recognized for exceeding the client’s Voice of Customer (VOC) metric, with an 18.75% increase in VOC scores.
- Average hold times improved significantly, reinforcing the efficiency of agents within our vast network.
- Due to outstanding performance and flexibility, Liveops saw a 385% growth in call volume within just seven months.
- Agents drove a 12.23% increase in AOV, contributing to higher revenue per customer interaction.
By leveraging Liveops’ scalable, customer-aligned agent community, the client successfully navigated their growing demand while improving customer experience and operational efficiency.
Why Choose Liveops for Communications?
1000%+
AI and Technology-Driven Efficiency
Empowering Agents with Real-Time Support, Streamlining Contact Center Operations, and Optimizing Workforce Management
25
Key Takeaways
Flexible Staffing
17X call volume growth, demonstrating the agility and scalability of Liveops’ agent network in handling surging customer demand without compromising service quality.
Increasing Value
12.23% increase in Average Order Value (AOV), showcasing the agents’ ability to drive higher-value customer interactions and revenue growth.
Quality Performance
18.75% increase in Voice of Customer (VOC) scores, reinforcing the exceptional service quality and customer satisfaction delivered by agents within our vast network.
Explore Our Communications Service Offerings
Take your customer experience to the next level with a global-ready contact center solution that scales with your business.
Get in touch today to learn more about Liveops’ Communications industry contact center solutions!