Client Success -
Hospitality
Powering a Peak-Season Surge: How Liveops Helped Support 200 Thousand Candidates Through Hiring for a National Delivery Provider
200K
Seasonal Workers Supported
93.3%
CSAT Score
73.3
NPS
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Overview
When a national delivery provider faced the urgent task of hiring over 200,000 seasonal workers, they needed more than internal support could handle.
Liveops stepped in to deliver fast, flexible assistance—supporting candidates across every channel, resolving issues tied to complex hiring systems, and maintaining high satisfaction scores during one of the busiest recruitment cycles in the company’s history.
Key Challenges
The client faced the challenge of hiring more than 200,000 seasonal workers within just two months. Early on, a lack of clarity around projected candidate support volumes complicated resource planning for the initial ramp. It was common for candidates to encounter technical issues within the hiring systems—such as trouble accessing application forms, uploading documents, or completing the I-9 process—which resulted in a surge of support requests.
Agents also faced escalations related to compliance edits and troubleshooting technical issues. These factors demanded rapid pivots in process, certification, and documentation to preserve candidate satisfaction and meet performance expectations.
The Liveops Solution
Liveops partnered with the national logistics company to build and execute a high-volume, U.S.-based support program. From day one, Liveops deployed a strategic omnichannel approach, rapidly sourcing, certifying, and activating experienced agents nationwide.
1,415 agents across 29 states were certified and onboarded. These agents were certified using custom-built learning materials co-developed with the client—complete with hands-on practice scenarios and real-time roleplay—to ensure readiness.
To streamline the candidate experience, Liveops implemented a centralized support environment that allowed agents to manage all contact types—inbound and outbound voice, and digital channels—seamlessly. In collaboration with the client’s Business Intelligence team, Liveops also automated key reporting processes and enhanced IVR routing, allowing for real-time performance visibility and smoother candidate journeys.
"Thank you, Liveops, for the partnership on the UPS program. The support you provide has helped tens of thousands of people secure a job. And we're just getting started. The peak holiday hiring season is underway and we expect to hire another 200 thousand workers in the next 2 months! Thanks again for all of your efforts."
Liveops Client
The End Result
Liveops supported an incredible 195,858 candidate interactions over the course of the program —scaling from just 2,753 contacts in January to a peak of 141,215 in November. That’s a 50X increase in support volume, handled entirely by a U.S.-based network of experienced agents. By optimizing agent schedules and workflows, the client was able to meet demand without sacrificing service levels—maintaining a 93.3% CSAT and 73.3 NPS during the peak.
This case demonstrated the scalability and reliability of Liveops’ domestic model. The network of U.S. agents delivered consistent, high-quality support across all channels. Liveops also supported the client’s real-time demand adjustments and operational pivots with precision scheduling—helping them remain agile in the face of unpredictable seasonal hiring needs.
With its flexible workforce, seamless technology integration, and strong client collaboration, Liveops emerged as a trusted strategic partner—empowering the client to confidently scale their candidate support program while preserving brand alignment and delivering measurable impact.
Why Choose Liveops for Travel and Hospitality?
1000%+
AI and Technology-Driven Efficiency
Empowering Agents with Real-Time Support, Streamlining Contact Center Operations, and Optimizing Workforce Management
25
Key Takeaways
Peak-Season Coverage
Liveops supported 195K+ candidate inquiries across all channels during the peak hiring season.
Exceeding Expectations
Achieved a 93.3% CSAT rating and 73.3 NPS—surpassing the company’s internal averages significantly.
Streamlined Support
Delivered omnichannel support through an integrated workspace, enabling faster resolutions and reduced average handle times.
Nationwide Agility, On-Demand
Enabled seamless scaling across the U.S. with a flexible, distributed workforce model.
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