Client Success -
Insurance, Nearshore
Scaling Bilingual Insurance Support Across the U.S. And Mexico
Mexico launch
Flex to unexpected volume
Estimated cost savings
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Overview
A leading national insurance provider has partnered with Liveops for more than 13 years to support daily operations, storm-related volume, and unexpected coverage needs.
To expand bilingual support and diversify its service model, Liveops launched a Mexico-based program alongside the client’s established U.S. operations. The dual-location model helps support Spanish-speaking customers, improve cost efficiency, and provide added coverage when internal teams are pulled offline for meetings, learning sessions, corporate events, or other priorities.
With Mexico now playing a growing role in the program, Liveops helps the client balance U.S. continuity with nearshore bilingual support.
Key challenges
Insurance support can shift quickly. Weather events, accident spikes, internal staffing changes, and claims-related volume can all create sudden coverage needs.
The client needed a partner that could:
- Expand bilingual support for Spanish-speaking customers
- Add nearshore coverage without disrupting the established U.S. program
- Flex quickly during storms, volume spikes, and internal team coverage gaps
- Support vehicle damage inspection scheduling after accidents
- Manage claims-related transfers clearly and consistently
- Reduce cost without sacrificing customer experience
The Liveops solution
A dual-location model built for more agility
Liveops supported the client with a dual-location model across the U.S. and Mexico. The U.S. program provided continuity and long-standing program knowledge, while Mexico added nearshore support and more cost-effective coverage.
Together, the two locations gave the client more options for managing volume, language needs, and operational changes without relying on a single-location model.
Bilingual Mexico support
The Mexico program was built primarily to support Spanish-language interactions, with fully bilingual agents in the Liveops network available to support both Spanish and English customer needs.
This was especially important for customers dealing with accidents, vehicle damage, inspection scheduling, or claims-related questions, where clear communication and empathy are critical.
A faster path to readiness
Liveops launched the Mexico program quickly and supported agent readiness through a focused onboarding and certification process. Early performance showed 50% faster speed to proficiency, with Mexico agents performing on par with other global locations and ahead of the client’s expected readiness timeline.
The Mexico leadership team also played an important role in the program’s early success, helping guide growth, support quality, and keep the program aligned as volume expanded.
Flexible coverage for variable insurance demand
For this client, call volume can shift quickly due to storms, accident activity, seasonal patterns, claims questions, and internal team availability.
Liveops supports that variability through a dual-location model across the U.S. and Mexico. The U.S. program provides continuity, while Mexico adds nearshore bilingual coverage to help absorb additional demand.
Together, this model helped the client flex to unexpected volume, support storm-related spikes, and maintain coverage when internal teams needed to step away from the phones.
Clear routing for claims-related calls
Not every interaction can be fully resolved in the front-line support environment. When callers ask about an existing claim, they may need to be transferred to a claims adjuster.
Liveops helps manage those interactions by following client workflows, keeping the experience clear for the customer, and supporting appropriate routing when escalation is needed.
The end result
Liveops helped the client expand from a U.S.-based support model into a dual-location approach that includes nearshore bilingual support from Mexico.
The model gives the client more flexibility, stronger Spanish-language coverage, and a more cost-effective way to support changing demand.
Key results included:
13-year partnership
Liveops has supported the client through long-term operational changes, seasonal needs, storm-related volume, and evolving customer expectations.
4-week Mexico launch
The Mexico program launched quickly, helping the client add bilingual nearshore support without slowing the broader program.
150% flex to unexpected volume
Liveops helped the client absorb volume beyond forecast, including sudden needs tied to storms and operational shifts.
30% estimated cost savings
Mexico support gave the client a more cost-effective option compared to U.S.-only delivery.
50% faster speed to proficiency
Agents in the Mexico program reached readiness faster than the expected goal, supporting a quicker path to productive customer interactions.
88%+ inspection scheduling performance
Liveops is performing above 88% on method-of-inspection scheduling helping customers move forward after vehicle damage by scheduling the right inspection path after an accident.
Together, the U.S. and Mexico programs show how Liveops supports a hybrid location model that can be tailored by need, language, cost, and customer demand.
By combining onshore continuity with nearshore bilingual support, Liveops helps brands build more resilient service models that can adapt across geographies without sacrificing quality or customer trust.
Why choose Liveops for insurance?
flexibility to expected or unexpected events
Routing attributes API & automated license management
ensured compliance, optimized agent availability, and reduced license costs by 30%
years of deep insurance industry experience
Key takeaways
Long-term partnership:
Liveops has supported the client for 13 years, helping the program evolve across changing customer needs, storm-related volume, and operational shifts.
Fast Mexico launch:
Liveops launched the Mexico program in 4 weeks, giving the client nearshore bilingual support without slowing the established U.S. program.
Unexpected volume flex:
Liveops flexed to approximately 150% of unexpected volume, helping the client manage storm-related surges and internal coverage gaps.
Cost-efficient nearshore support:
Mexico support delivered an estimated 30% cost savings compared to U.S.-only delivery, helping the client balance quality and cost.
Faster speed to proficiency:
Agents in the Mexico program reached readiness 50% faster than the expected goal, supporting a quicker path to productive customer interactions.
Strong inspection scheduling performance:
Liveops is performing at 88%+ on method-of-inspection scheduling helping customers move forward after vehicle damage.
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