Case Study: National Virtual Care Provider achieves scalable bilingual support and 97.5% SLA compliance with Liveops

Delivering Bilingual Support at High Volumes for a National Virtual Care Provider

A national virtual care provider needed to scale member support quickly while maintaining quality, especially during seasonal spikes, and also lacked seamless Spanish-language service. They turned to Liveops and its healthcare contact center support to handle high call volumes, protect service levels, and improve bilingual member care.

Liveops implemented a flexible agent model with 190 agents year-round, scaling to 300 during peak demand, and used precision scheduling based on call patterns to support 50,000 to 75,000 calls per month while maintaining 97.5% SLA compliance. Liveops also launched a dedicated Spanish-language option with certified bilingual agents, eliminating third-party translation costs and improving access; the result was 89% quality scores against an 85% target, 4.8/5 survey ratings, and 93% survey completion, with nearly 90% positive feedback.