Rapidly Responding to a Major Credit Bureau’s Data Breach with Unmatched Flexibility and Agility

A major customer data breach hit a leading credit bureau, causing unpredictable call spikes that needed immediate attention. Liveops showcased its unparalleled flexibility and agility by ramping up from 29 to 293 customer service agents over a compressed time frame.  

Liveops swiftly prepared agent rosters of 50 within 48 hours for each class, ensuring readiness and efficiency. This meticulous process was repeated 11 times over a six-week period. By rapidly expanding our workforce, we effectively managed the surge in call volumes and provided critical support to the client during the crisis. 

Key Challenges 

In April 2023, a significant data breach affected a prominent credit bureau, causing widespread concern among thousands of customers. The credit bureau’s contracted business process outsourcing (BPO) call center, responsible for managing call volumes, found itself overwhelmed and unable to cope with the sudden surge in inquiries.  

Liveops was engaged to address this urgent need. Leveraging our expertise in rapid deployment and our scalable workforce model, we were positioned to swiftly augment the client’s customer service capacity.  

Liveops Solutions 

Here’s how Liveops suited up and sprang into action to help a major credit bureau in crisis.  

Rapid Response

Within 48 hours of the call for help, Liveops had rostered 50 independent agents for the first class, adding to the existing 29 agents who had previously assisted on a smaller scale. Over the next six weeks, Liveops continued to roster new classes, each within a 48-hour window, eventually scaling up to 293 agents. It was like watching a rescue team assemble in record time. 

Flexible Workforce

Our Talent Acquisition (TA) team played a crucial role, emphasizing the importance of having a ready pool of independent agents eager to jump in. We tapped into this “hungry” pool of agents, communicating the urgent need to support the client’s call volume.  

We focused on candidates with tech-savvy backgrounds and customer service experience, especially those with IT support skills, ensuring they could hit the ground running on day one. Additionally, we evaluated the agents’ previous performance with Liveops, looking for those who had successfully managed similar clients and displayed a high level of independence and competence. 

Expert Management

Our Workforce Management (WFM) and Client Results Team (CRT) played the pivotal role as the behind-the-scenes coordinators of this rescue action, working in constant communication with the major credit bureau’s BPO call center to understand support needs, manage agent expectations, and troubleshoot technical issues.  

CRT leadership was proactive, anticipating the client’s needs by closely monitoring call patterns and adjusting agent schedules in real time to handle surges. They also preemptively identified potential technical challenges and ensured that these independent agents were equipped with the necessary tools and knowledge to address them.  

This collective effort ensured that every agent was in the right place at the right time, with calls being handled efficiently and effectively. These highly qualified independently contracted agents, known for their exceptional skills and adaptability, set Liveops apart from other BPO contact centers, consistently delivering superior service and reliability. The CRT’s expertise and oversight kept everything running smoothly, even amidst the chaos. 

The End Results 

In the end, Liveops didn’t just manage the crisis; we turned it into a prime example of what flexibility and agility can achieve. We proved that with the right team and a bit of strategic expertise, even the toughest challenges can be met head-on. 

While Liveops serves big-name clients with our virtual contact center solutions, this case study highlights our ability to provide critical support during emergencies for major financial institutions. Liveops is always ready to step in and save the day, whether for a leading credit bureau facing a data breach or any corporation in need of rapid, scalable customer service solutions.