Case Study: Global Leader in Subscription-Based Streaming achieves scalable, high-quality customer support with Liveops

Delivering Exceptional Customer Support for a Global Streaming Leader Through Agile Workforce Management

A global subscription streaming leader delivering on-demand TV, movies and originals to millions faced unpredictable surges in support volume during rapid international expansion. The client needed to scale quickly while overcoming agent attrition, shrinkage and the challenge of getting new hires proficient on evolving platforms — all without degrading service quality or customer satisfaction.

Liveops implemented a phased onboarding program, a custom StreamU e-learning curriculum with role-play and post-certification coaching, and a time-zone-agnostic flexible workforce to manage peaks. The approach hit 101% of staffing targets, increased agent graduation rates by 35%, maintained staffing 8% above requirements during peaks, improved First Call Resolution by 4–8%, raised service quality to 88% and drove higher CSAT and Average Order Value.