Case Study: Leading Home Delivery Service Company achieves rapid scaling, clears 200K email backlog and improves holiday service level by 18% with Liveops

Speed to Proficiency with a Leading Home Delivery Service Client

A leading home delivery service experienced explosive, pandemic-driven growth that quickly overwhelmed its captive customer service team with skyrocketing call volume and a large email backlog. The company needed an urgent, scalable outsourced solution to restore service levels and handle multichannel customer demand.

Liveops deployed its Virtual Flex model, rapidly onboarding experienced remote agents with blended eLearning and virtual classroom training to certify staff within two weeks. Within two weeks 100+ FTE were live, 200,000+ backlogged emails were cleared in four weeks, and more than 1.6 million interactions were handled in eight months, resulting in an 18% holiday service-level improvement and ongoing scalable support (250–400 FTE) across voice, email, and chat.