Case Study: Leading Insurance Company achieves stronger certification, faster readiness, and better call performance with Liveops

Supporting Insurance Contact Center Certification with Agile Role-Play Solutions

A leading insurance company launching a new captive contact center needed a scalable way to certify agents through realistic role-play before they handled live customer calls. Its training program had to support groups ranging from 15 to more than 300 agents, while reinforcing brand voice, service standards, and readiness without adding burden to internal teams. Liveops provided Learning-as-a-Service (LaaS) and AI simulation to meet this need.

Liveops delivered certified role-play facilitators from its network, paired with an AI simulator for guided practice, feedback, and repeatable scenario-based learning. The solution supported 100% staffing in the first year, launched within two weeks, and helped improve performance with AHT 34% below target and abandoned calls 30% below expectations. Liveops also helped strengthen certification quality, brand alignment, and agent confidence ahead of live customer interactions.