Case Study: Non-Emergency Medical Transportation Provider achieves 4.5x support scaling with Liveops

Meeting High Monday Call Volumes for a Non-Emergency Medical Transportation Provider

A national Non-Emergency Medical Transportation Provider needed a faster, more flexible support model to handle highly variable call volume, especially on Mondays when about 30% of weekly demand hit at once. The provider turned to Liveops for scalable healthcare customer support, with a goal of starting at 600 service hours per week and keeping service consistent as demand grew.

Liveops implemented a distributed, precision-staffed support solution that could flex in 30-minute increments based on real-time call patterns, and the program later added bilingual English and Spanish coverage. The result was rapid scale from 600 to 2,700 weekly service hours in six months—a 4.5x increase—while maintaining reliable delivery, and the client also adopted Observe.AI for 100% AI-driven call QA.