Client Success -
Healthcare
Scaling with Quality: Delivering Bilingual Support at High Volumes for a National Virtual Care Provider
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Overview
When a national virtual care provider needed to scale rapidly while maintaining quality, they turned to Liveops. The challenge was clear: deliver consistent, empathetic support to tens of thousands of members every month, while flexing during seasonal surges and expanding bilingual services.
Liveops built a flexible model that aligned with the client’s needs—managing steady-state call volumes of about 50,000 calls per month and seamlessly flexing up to 75,000 calls during peak periods. With a distributed network of certified agents, data-driven precision scheduling , and targeted bilingual support, Liveops helped the client meet service-level commitments without sacrificing experience, efficiency, or cost control.
Key challenges
The provider faced several key challenges in scaling their support operation. Seasonal surges in demand—particularly during open enrollment and the first weeks of January as new health insurance members onboarded—caused call volume to rise by more than 50%. Additional spikes occurred during cold and flu season and back-to-school periods, requiring reliable flexibility and consistent performance.
Another challenge was the absence of live Spanish-speaking support. For more than seven years, the provider had relied on a third-party translation vendor, which added friction, slowed resolution, and reduced member satisfaction. What they needed was a partner who could not only manage unpredictable call patterns but also restore true bilingual service in a way that felt seamless to members.
The Liveops solution
Liveops launched the program with 190 agents year-round, expanding to 300 agents during January’s peak demand. This ensured the client could maintain performance during heavy surges without overstaffing in quieter months. The program operated efficiently with a 97.5% SLA compliance even during periods of 75,000 monthly calls.
Through detailed call analysis, Liveops discovered that 80% of Spanish-language calls occurred between 10 AM and 7 PM ET on weekdays. By aligning precision scheduling with these core hours, Liveops ensured members had direct access to support when they needed it most.
To replace the outdated translation process, Liveops introduced a dedicated Spanish-language option. Certified bilingual agents now cover peak demand, delivering faster, more empathetic interactions and eliminating the cost burden of third-party translation vendors. This enhancement significantly improved accessibility, strengthened trust with Spanish-speaking members, and reduced costs by eliminating the need for expensive third-party translators.
The end result
The partnership has delivered measurable improvements in both quality and member experience. Since launch, Liveops has consistently achieved quality scores of 89%, surpassing the client’s 85% target every month. Members rated their experiences highly, with an average survey score of 4.8 out of 5, and a 93% survey completion rate—of which nearly 90% of responses were positive.
Perhaps most importantly, the service transformation changed the member experience. What was once a frustrating, multi-step process involving a translation vendor is now a direct, seamless interaction with bilingual agents who resolve concerns on the spot.
By blending scalability, efficiency, and empathy, Liveops helped this healthcare provider navigate seasonal demand, meet strict service-level goals, and expand access for a previously underserved population—all while reducing operational costs.
Why choose Liveops for healthcare?
flexibility to expected or unexpected events
AI customer triage
cut wait times and improve first-call resolution
of business is in the healthcare industry
Key takeaways
Service reliability
97.5% SLA consistently achieved, even in peak months with 75,000 calls.
Scalable workforce
190 steady-state agents flexing to 300+ during seasonal demand.
Proven quality & satisfaction
89% quality scores, exceeding 85% goal, and 96% CSAT scores.
Bilingual support
Dedicated Spanish-language option launched, replacing translation services and delivering faster, more empathetic member care.
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