Client Success -
Retail
Scaling Holiday Support for a Leading Luxury Retailer
671
Agents
8M+
Inquiries Handled
4,250+
Added Holiday Hours
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Overview
One of North America’s most iconic luxury department stores needed outsourced support through major seasonal events, including holiday and anniversary sale seasons.
From managing nearly 8 million customer interactions to stepping in during operational emergencies, Liveops consistently delivered flexible, scalable, high-quality service that met or exceeded expectations—even when other vendors could not.
Key Challenges
During the 2024 holiday season, the client found themselves significantly understaffed. Internal hiring was on hold, and other vendor partners fell short of their staffing goals. Service level agreements were slipping, putting the customer experience—and the brand’s reputation—at risk during their highest-volume season.
Earlier, during the onset of the pandemic, the retailer faced similar obstacles. Restrictions impacted both internal and offshore operations, leaving a significant coverage gap. Liveops rapidly mobilized to handle the majority of incoming volume, ensuring continuity of service and protecting the customer experience when it mattered most.
The Liveops Solution
Liveops quickly scaled to meet both planned and unexpected needs. During Holiday 2024, the Liveops network rapidly onboarded 671 new agents to cover gaps left by underperforming vendors. Also, agent certification retention reached an all-time high, allowing Liveops to deliver over 4,250 extra support hours when unexpected volumes came in.
Liveops not only provided coverage across voice, messaging, and chat channels but also strengthened support with two dedicated real-time analysts and additional hands-on staff—including quality auditors who jumped in daily to manage surging volume.
Seasonal Contact Center Lead (CCL) agents handled 65% of contacts and completed over 16,000 follow-up tasks that had to be rerouted from the client’s other BPO provider due to their inability to resolve them accurately or on time.
The End Result
Liveops consistently delivers reliable, high-quality service that scales to meet the retailer’s evolving needs. What began as a single-contact-type engagement expanded into a comprehensive, omnichannel program spanning over 350 contact types.
While much of the relationship operated in a steady, dependable rhythm, peak seasons revealed the full value of Liveops’ agility and expertise. When unexpected surges threatened service levels, Liveops responded with speed, scale, and standout performance—often outperforming every other vendor in key metrics like inbound/outbound AHT and CSAT scores.
More than a vendor, Liveops became a trusted partner—one the retailer can rely on year after year to protect the customer experience and deliver results, no matter the challenge.
Why Choose Liveops for Retail?
1000%+
AI Customer Insights
analyzed thousands of interactions to enhance customer service and training.
28%
Key Takeaways
High-Volume Delivery
8M+ customer contacts handled
Leading Efficiency
Outperformed all partners in inbound and outbound average handle time (AHT) during peak season
Expanded Coverage
Provided 4,250+ additional agent support hours in Holiday 2024
Rapid Onboarding
Quickly onboarded 671 new agents through two certification classes.
Exceptional Execution
Strong agent engagement and low attrition translated into exceptional seasonal execution, including 16,000+ vendor task resolutions and 2,700+ open conversation closures.
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