Client Success - Government
Rapid Response & Scalability: Supporting the Small Business Administration During a National Crisis
200%
Flexibility
2-Day
Flex
15sec
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Overview
In Spring 2020, the COVID-19 pandemic disrupted businesses and livelihoods across the globe. As part of its economic relief efforts, the U.S. government launched emergency programs to assist small businesses impacted by revenue loss. The U.S. Small Business Administration (SBA) sought urgent contact center support for two critical initiatives:
- Economic Injury Disaster Loan (EIDL)
- Paycheck Protection Program (PPP)
Liveops was awarded the initial contract to provide customer service and triage support for these programs. However, the overwhelming demand required rapid expansion. Liveops was soon elevated to Prime contractor status, scaling operations and coordinating a network of service providers to handle the surging call volume.
This case study demonstrates how Liveops’ hyper-flexible contact center solutions provided agility, scalability, and rapid deployment during this national crisis.
Same-day delivery services saw skyrocketed growth during this time. A solution that started as a convenient tool became a necessity for people across the United States.
Key Challenges
The SBA needed immediate assistance to handle an unprecedented surge in call volume while ensuring small business owners received timely and accurate information about their relief options. The challenges included:
- Extreme Call Volume: Initial projections underestimated demand, requiring rapid scalability from 3,000 to 6,000 agents—eventually handling up to 136,000 calls per day.
- Urgency of Implementation: The government issued an emergency request, and Liveops had to launch operations within days.
- Limited Training Time: There were no pre-existing training materials, requiring a full curriculum to be built in just 48 hours.
- Fluctuating Demand: Call volumes shifted daily with little notice, requiring an agile, scalable workforce that could expand and contract as needed.
The Liveops Solution
The unpredictable nature of the pandemic meant call volume forecasts changed daily, often with only 24 hours’ notice. Traditional call centers struggled to handle such volatility, but Liveops’ agile customer service solutions ensured uninterrupted service despite constant changes.
- Rapid onboarding & flexibility: Liveops assembled a network of experienced remote agents at record speed.
- Scalability without disruption: The remote workforce expanded instantly to handle urgent volume spikes.
- Quality & consistency: Agents provided seamless Tier 1 and Tier 2 customer support, including:
- Eligibility inquiries & application status updates.
- Loan status updates via SBA’s Rapid Portal.
- Email support and outbound assistance for small business owners.
The End Result
Liveops’ hyper-flexible contact center solutions transformed what started as an emergency contract into a long-term government partnership:
- Extended Engagement: The initial 30-day contract evolved into an ongoing partnership.
- Expanded Service Scope: By July 2020, Liveops was selected to handle Tier 2 support, offering higher-level customer service functions.
- High-Efficiency Performance: Liveops delivered industry-leading responsiveness, ensuring small businesses received timely financial assistance.
Why Choose Liveops for Government?
200%+
AI and Technology-Driven Efficiency
Empowering Agents with Real-Time Support, Streamlining Contact Center Operations, and Optimizing Workforce Management
25
Key Takeaways
Seamless Scalability
Expanded from 3,000 to 6,000 agents within days to meet demand.
Minimal Wait Times
80% of calls answered within 20 seconds.
Rapid Onboarding
Over 6,000 agents certified in just two days.
Extended Partnership
Initially a 30-day contract, Liveops' support expanded to Tier 2 services.
High-Volume Efficiency
Peak single-day call volume reached 136,000 calls.
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