Case Study: Top-Rated Wireless Carrier achieves nationwide coverage, flexible staffing and 385% call-volume growth with Liveops' VirtualFlex

Nationwide Coverage and Flexibility to Meet Increasing Demand

Liveops partnered with a top-rated wireless carrier that had rapidly grown past 4 million customers but was facing massive attrition in its brick-and-mortar contact centers and struggled to staff peak hours. With roughly 485,000 customers needing 3G device upgrades under a tightening deadline, the carrier urgently needed a flexible outsourcing solution that could scale quickly and meet customer demographics and time-zone coverage.

Liveops deployed its VirtualFlex platform and a nationwide, experienced agent community that matched the carrier’s customer profile, providing on-demand coverage when and where it was needed. Within weeks 150+ FTE were certified on the program; Liveops consistently met or exceeded KPIs (Voice of Customer, hold times), expanded into more lines of business, and grew monthly call volume handled by 385% within seven months.