The Challenge

In 2023, approximately 20% of the company’s non-pay calls, those not involving 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. Eliminating these transfers required frontline agents to develop retention-grade skill and judgment previously reserved for a specialist team.

The Solution

Starting 2024 and scaled through 2025, ResultsCX implemented initiatives empowering Tier 1 agents to fully manage non-pay calls and eliminate all retention call transfers. This included deploying 170 dedicated agents for scalable execution, product training in partnership with the internal Retention Account Team, structured scripting and roadshows to accelerate speed-to-proficiency, and weekly governance tracking coaching engagement, supervisor development, and QA reporting insights.

The Customer

The client is 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, the company reaches millions of listeners across cars, mobile, and connected devices, making consistent, high-quality retention conversations essential to protecting its recurring revenue base at scale.

Now Powered by Rubraik Achieve

The coaching discipline, QA-linked development, and speed-to-proficiency tracking that drove this result, built manually in 2024 and 2025, are the same capabilities ResultsCX has since systematized into Rubraik Achieve. Where this team relied on structured scripting, roadshows, and weekly governance reviews, Achieve now delivers personalized action plans, continuous performance tracking, and behavioral insights as a standing capability, built to reproduce this kind of frontline-driven retention outcome at scale.