Case Study: Leading Insurance Company achieves rapid agent proficiency and KPI improvements with Liveops

Role-Play in Insurance Client's Captive Contact Center Training

A leading insurance company needed realistic, scalable role-play support to prepare new captive contact center agents for live customer calls. Because trainees must complete simulated inbound calls as the final step in onboarding, the client required flexible, high-quality role-play partners who could mimic many customer scenarios without impacting live service.

Liveops provided certified agents as on-demand role-play guides—able to perform more than 170 scenarios with multiple characters—using its VirtualFlex staffing model to scale from small groups to 300+ trainees. A certified pool was ready in under two weeks, Liveops staffed the program 100% in year one, and became the sole outsourced partner; performance exceeded KPIs with average handle time 34% below target, 30% fewer abandoned calls, and strong agent retention.