Case Study: Global Streaming Leader achieves 88% service quality and improved FCR with Liveops

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

A global subscription-based streaming leader serving millions worldwide partnered with Liveops when rapid international expansion created unpredictable surges in customer contacts. The client struggled to scale support quickly while managing attrition, shrinkage, and the need for fast, consistent agent proficiency to meet high customer expectations and improve First Call Resolution for common issues like login and payment problems.

Liveops implemented a phased four-wave onboarding program, launched the StreamU e-learning platform with role-play and post-certification coaching, and deployed a distributed, time-zone-agnostic workforce to stay agile. The approach delivered 101% of staffing targets, sustained staffing 8% above requirements in peak periods, increased agent graduation rates by 35%, improved FCR by 4–8%, and raised overall service quality to 88% within the first year—driving higher CSAT and measurable revenue gains.