Case Study: Natural Gas Company achieves reliable, high‑CSAT customer service and cost savings with Liveops VirtualFlex

Giving a Natural Gas Company a Better Forecast

A regional natural gas company serving multiple states struggled with an outdated CX system that couldn’t cope with seasonal “light up” spikes (3–5x call volume), sudden weather-driven surges, and regulators’ requirement to meet average speed-to-answer thresholds 80% of the time. Their in-house, region-specific agents were often affected by the same local outages as customers, onboarding took six weeks, and outages or tech glitches degraded service and increased costs.

Liveops deployed its VirtualFlex geo‑diverse, work‑from‑home agent network and a blended learning certification that cut onboarding to four weeks, enabling scalable staffing during peaks (up to 130% of forecasted volume) and continuity during events like COVID. Results included sustained QA of 80–84%, CSAT around 94%, lower average cost per call, and the ability to meet regulatory service levels without paying for idle agent time.