The Challenge:

In 2023, approximately 20% of the company’s non-pay calls (calls that do not involve a financial transaction) were being transferred to a separate retention team as frontline agents weren’t equipped to resolve them. This created inefficiencies and missed opportunities for customer saves, directly impacting customer loyalty and revenue.

The Solution:

Starting 2024, ResultsCX implemented transformative initiatives designed to empower agents and drive rigorous operational discipline. These initiatives were scaled through 2025, enabling Tier 1 agents to fully manage non-pay calls and eliminate all retention call transfers.

• Scalable execution: Deployed 170 dedicated agents to ensure scalable consistent execution.
• Strategic partnerships: Provided product training and drove best-practice adoption in partnership with our internal Retention Account Team.
• Operational proficiency: Accelerated speed-to-proficiency via structured scripting and conducted roadshows to showcasing the attributes of a high-quality retention call.
• Continuous improvement:
• Data-driven governance: Monitored coaching engagement, supervisor development, and insights from QA reporting on a weekly basis.

The Customer:

A leading audio entertainment company in North America, offering satellite radio, streaming content, and exclusive programming across music, sports, news, and talk. With marquee partnerships and celebrity-driven channels, it reaches millions of listeners across cars, mobile, and connected devices.