Client Success - RETAIL
Scaling for the Floral Rush: How Liveops Met Mother’s Day and Holiday Demand with Speed and Precision
85
Agents
30-day
Ramp
91%
Quality Scores
Share
Overview
A leading floral delivery company faced massive spikes in customer service demand during peak holidays like Christmas, Valentine’s Day, and Mother’s Day. These seasonal surges required fast agent onboarding, extended service hours, and seamless support across voice, email, and chat.
The company turned to Liveops to deliver the agility and scale needed to maintain a high-quality experience—on time and under pressure. With over 25 years of experience supporting many of the nation’s top floral brands, Liveops is the preferred partner for seasonal customer service delivery.
Key Challenges
Each holiday window brought significant complexity. For the winter peak season, the client needed a flexible outsourcing partner to support customers across multiple channels, including inbound calls, chat, email, and some outbound follow-up. For Mother’s Day, additional staffing was required to meet extended service hours and high contact volumes without disruption.
Between these two seasonal ramps, the client changed service platforms. This required all returning agents to recertify on the new system.
The Liveops Solution
Liveops deployed 85 agents from its nationwide network of highly skilled customer service agents to meet the client’s fluctuating holiday demands. In preparation for the seasonal ramp, Liveops updated all certification materials to reflect the new service platform and re-certified returning agents in less than 30 days.
In the final days of preparation, the client requested that returning agents start a week earlier than planned, compressing timelines even further. Liveops adjusted schedules and communications immediately to ensure readiness.
Also, due to limited visibility from the client’s reporting systems, Liveops developed internal tracking solutions to ensure ongoing visibility into quality and agent engagement.
After Mother’s Day, the client asked for an unplanned extension of service to address internal staffing shortages through Memorial Day week. Liveops also quickly adapted to an unplanned program extension, maintaining service continuity without delay. Throughout the engagement, Liveops’ agile, modern staffing practices allowed for smarter scheduling, better shrink management, and faster response times.
The End Result
Liveops enabled consistent, high-quality service through the most demanding periods of the year. During the winter peak and Mother’s Day ramp, the team maintained a 97% staffing rate and achieved a 91% quality score. Despite last-minute changes and a platform transition, Liveops delivered with speed, adaptability, and precision.
Additionally, the program scored 4.67 out of 5 on the “Improves People’s Lives” metric—Liveops’ highest score across all programs. This metric reflects how strongly agents feel their work makes a positive impact, highlighting the meaningful connection and fulfillment this program delivers.
As a trusted partner for seasonal, high-volume support, Liveops has consistently delivered results for other leaders in the floral and gifting industry. Our proven ability to scale quickly, maintain quality, and support complex customer interactions makes us a go-to resource for brands that can’t afford to miss a moment during their busiest times.
Why Choose Liveops for Retail?
1000%+
AI Customer Insights
analyzed thousands of interactions to enhance customer service and training.
28%
Key Takeaways
Omnichannel Coverage
Supported inbound calls, emails, chats, and outbound follow-ups to ensure a seamless customer experience across all touchpoints.
High-Volume Ramps
Onboarded 85 agents for the winter holiday season and 74 agents for Mother’s Day to meet peak demand.
Strong Staffing Performance
Achieved 97% staffing coverage for the most recent Mother’s Day engagement.
Consistent Quality Delivery
Delivered a 91% quality score on evaluated calls in 2025, even during high-volume periods.
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