Case Study: Major Credit Bureau achieves rapid surge scaling and customer-service continuity with Liveops

Rapidly Responding to a Major Credit Bureau’s Data Breach with Unmatched Flexibility and Agility

Liveops, a virtual contact center serving the finance sector, was called in after a major credit bureau suffered a data breach in April 2023 that triggered unpredictable, high-volume customer call spikes and overwhelmed the client’s BPO call center. The urgent challenge was to rapidly scale skilled customer support to manage surging inquiries and restore service levels and customer trust.

Within 48 hours Liveops began rostering agent classes (50 per class), running 11 certification classes over six weeks to ramp from 29 to 293 independent agents, while Talent Acquisition, Workforce Management, and Client Results teams handled recruitment, training, scheduling, and technical support. The rapid response delivered up to 721 support hours in a single peak day and 28,877 hours of support since September 2023, maintaining service levels and improving client satisfaction during the crisis.