Client Success -

Healthcare

Why Medical Device Companies Choose Liveops: Results from Four Customer Support Programs

55.6%
net conversion rate
<3%
call abandonment
700%
agent capacity growth

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Overview

Liveops has extensive experience helping medical device companies deliver specialized, scalable customer support across complex patient and customer journeys. The following examples show how flexible support models can adapt to different operational requirements while maintaining quality, consistency and measurable performance 

Organizations supported included a direct-to-consumer hearing-solution retailer, a specialty ostomy and catheter supply provider, a personal emergency-response provider, and a cancer-screening, medical diagnostics organization, and more. 

Liveops developed specialized programs around the needs of each organization. The solutions combined experienced agents, flexible agent scheduling, strategic call routing, lead qualification, accelerated certification, and responsive patient and provider support. 

Key challenges

Healthcare medical device customer demand can be difficult to predict. Advertising responses, urgent supply needs, after-hours inquiries, severe weather, system changes, and shifts in patient activity can all place unexpected pressure on support operations. 

The organizations needed solutions that could: 

  • Scale quickly as contact volumes changed 
  • Match agent experience to complex healthcare interactions 
  • Maintain service levels during unpredictable demand 
  • Qualify callers and capture complete lead information 
  • Support sensitive patient and provider conversations 
  • Adapt to changing systems, processes, and business priorities 
  • Improve performance without sacrificing empathy or quality 

The Liveops solution

Specialized sales support for complex hearing solutions 

Liveops assigned experienced agents to help callers compare hearing-aid models, understand product differences, and identify the solution best suited to their needs. 

Using advertising schedules provided by the organization, calls were routed to a dedicated sales team first. A larger shared agent pool provided additional coverage during unexpected spikes and outside scheduled television airtimes. 

Efficient qualification for essential medical supplies 

For the specialty medical-supply program, Liveops prepared agents to prescreen callers for ostomy and catheter supply needs. 

Agents asked targeted questions, identified qualified callers, and transferred them to the organization for follow-up. Flexible agent scheduling and forecasting helped maintain service levels even when advance call-volume information was unavailable. 

Responsive lead capture and customer handoffs 

For the personal emergency-response program, Liveops created a workflow that aligned with the organization’s hours of operation. 

During business hours, agents transferred qualified callers directly to the internal team. Outside business hours, agents collected complete lead information for follow-up, helping the organization capture valuable interest throughout the day. 

Nationwide healthcare talent and accelerated certification 

For the cancer-screening and diagnostics program, Liveops provided access to a nationwide pool of agents with relevant healthcare experience. 

Liveops converted the organization’s training into a blended learning program that combined instructor-led sessions with self-paced materials. This allowed agents to complete certification in approximately two weeks. 

When the organization introduced a new electronic health records platform shortly after launch, Liveops updated the certification materials and supported agent recertification with minimal disruption. 

The end result

The results below highlight performance across four healthcare medical device support programs. Figures for the hearing-solution, medical-supply, and emergency-response programs each reflect a six-month period, while the cancer-diagnostics results reflect growth over the course of the partnership. 

Liveops supports the direct-to-consumer hearing-solution retailer with experienced agents and flexible capacity for changing demand. The program handled 62,783 calls and generated 14,741 orders, delivering a 55.6% average net conversion rate that exceeded the organization’s 50% target. It also achieved an average order value of $203.72 and net revenue per call of $117.63. 

Experienced agents handled approximately half of the answered calls and generated an average order value approximately $32 higher than the shared agent pool. The program also maintained 85.8% of calls queued for less than 20 seconds. 

Liveops also provides flexible qualification support for the specialty ostomy and catheter supply provider. The program managed 122,464 total calls and 90,914 agent-handled interactions. Despite operating without advance call-volume forecasts, it maintained an abandonment rate below 3%, with 78.8% of calls queued for less than 20 seconds. 

For the personal emergency-response provider, Liveops combines live transfers with after-hours lead capture to help qualified callers reach the appropriate next step. The program managed 344,615 total calls and 209,186 agent-handled interactions, with 88.2% of calls queued for less than 20 seconds. 

Liveops’ support for the cancer-screening and diagnostics organization has scaled from 25 to 200 FTEs, representing a 700% increase in agent capacity. Agents have achieved quality assurance scores as high as 98% and an after-call survey score of 9.5 out of 10. 

Together, these programs demonstrate how Liveops continues to adapt healthcare support around each organization’s priorities—from conversion and revenue generation to low abandonment, qualified-lead capture, patient experience, and rapid scalability. 

Why choose Liveops for healthcare?

200%
flexibility to expected or unexpected events
AI customer triage

cut wait times and improve first-call resolution

39%
of business is in the healthcare industry
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Key takeaways

Conversion above target

55.6% net conversion, exceeding the hearing-solution program’s 50% target.

Higher-value orders

$203.72 average order value, with dedicated agents generating approximately $32 more.

Consistently low abandonment

Less than 3% abandonment for the specialty medical-supply program.

Responsive caller access

88.2% of emergency-response calls queued for less than 20 seconds.

Capacity built to scale

700% agent growth, expanding the diagnostics program from 25 to 200 FTEs.

Quality maintained through growth

Up to 98% QA and a 9.5/10 after-call survey score.

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