Cloud Learning Leader Cuts Attrition by 32% and Achieves 80+% CSAT Through Trilingual Technical Support
Cloud Learning Leader Cuts Attrition by 32% and Achieves 80+% CSAT Through Trilingual Technical Support
Industry
As demand for their learning platform accelerated, the client faced challenges scaling high-quality, multilingual technical support while controlling costs, reducing attrition, and ensuring reliable 24/7 coverage. Partnering with ResultsCX provided a strategic solution – a resolution-centered CX model that stabilized multilingual support operations, improved workforce sustainability, and reduced operational risk, enabling the client to scale confidently and protect market share.
The Results:
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Reduction in attrition between 2024 and 2025, boosting talent stability and reducing costs.
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WFM forecast accuracy, optimizing staffing and controlling costs.
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CSAT scores, driven by highly effective, personalized multilingual support.
With agents averaging up to seven years on the account, the client benefited from deep institutional knowledge and consistently high-quality support for complex, technical issues.
The Challenge
As adoption of the learning platform grew rapidly, the client encountered a critical limitation in scaling high-quality, multilingual technical support. Supporting technical inquiries, ranging from login issues to complex course content, required deep domain expertise across languages. Internal hiring of trilingual agents proved cost-prohibitive, while fragmented global training eroded agent engagement and increased attrition. Inconsistent 24/7 coverage, especially for overnight shifts, increased operational risk while limiting scalability and quality.
The Solution
As a trusted CX partner, ResultsCX delivered multilingual voice, chat, and email support through a resolution-centered strategy.
- AI-enabled hiring: Predictive assessments and Emmersion language testing ensured technical proficiency, cultural fit, and reduced mis-hires.
- Agent development and retention: Our integrated quality, coaching, and cross-training programs, supported by wage calibration and incentives, strengthened agent engagement, flexibility, and retention.
- WFM excellence: Advanced analytics and WFM tools enabled seamless 24/7 coverage, covering 60% of total interactions.
The Customer
A renowned global leader in learning innovation, our client provides a powerful, AI-driven platform catering to universities worldwide, offering impactful learning experiences for students, instructors, and administrators.
