Telecom & Media
Maximize subscriber growth and lifetime value
AI-powered, human-led CX that scales seamlessly to keep you ahead
Revenue-focused CX at every touchpoint
In a crowded market with high churn, tightening margins, and ever-evolving regulations, Media and Telecom brands need more than short-term retention. They need sustainable, scalable growth. This means transforming every subscriber touchpoint into a moment that builds loyalty, lifts ARPU, and creates lasting competitive advantage.
With 30+ years of Telecom & Media CXM leadership, ResultsCX helps you transform routine support interactions into opportunities to upsell/cross-sell and deepen customer loyalty. Our Agent AI, speech analytics, and real-time reporting solutions accelerate speed-to-proficiency for thousands of agents, improving efficiency and strengthening engagement at every step. At the same time, flexible delivery models – nearshore, offshore, domestic and onsite – ensure you get the right solution, in the right place, at the right cost.
The result? Stronger agent performance, higher satisfaction, and increased ARPU for sustainable growth.
Where we help
Base management and retention
Combat churn with full-lifecycle strategies, AI-assisted save scripts, and agents trained in consultative selling—not just care. Proven with global telecom and media brands, our approach drives higher net saves and protects ARPU, without relying on heavy incentives.
Customer acquisition and win-back
Drive revenue with a low-cost, high-impact, and low-CAC channel that keeps NPS high. Our TCPA-compliant outbound engine delivers 6x higher RPCs and scales up to 180 calls per hour.
Collections
Tackle low connect rates and regulatory risk with AI-enhanced outreach, right time-to-connect data, and expert-managed dialer ops. With just 60 specialists, we’ve serviced 3M+ accounts, tripled conversion in eight weeks, and cut idle time delivering smarter, faster, fully compliant collections at scale.
Loyalty and NPS
Pinpoint root causes and boost loyalty with interaction and verbatim analytics that upskill agents and drive proactive care. Our segmentation-led approach reduces passives and detractors early even when the first touchpoint begins with a complaint.
Care with upsell
Resolve issues and upsell with empathy—boosting RGUs and ARPU through a seamless, subscriber-first experience. AI ensures consistency and scale across every interaction.
AI-powered CX. Human-led success.
Enhance your digital CX with 25,000+ skilled customer experience associates, delivering seamless, personalized journeys with the human touch subscribers expect.
How we do it
Global scale. Local expertise. Proven impact.
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We deliver outcomes that matter
Transforming agent training into revenue growth a Fortune 100 Cable/MSO company
- Increased total annual sales by 220%
- Boosted agent conversion rates by 81%
- Reduced ramp time and improved performance with consultative sales training and call simulators
Streamlining back-office operations for one of the largest Telecom companies in the US
- Achieved nearly 100% accuracy, surpassing the 95% target
- Increased monthly transaction volume from 14,500 to 40,500 during peak periods
- Exceeded agent productivity goals by 10% and consistently maintained 3–5% above staffing attendance targets
Scaling Success for a $15 billion Media and Telecom company
- Achieved a $10 million annual revenue increase
- Reduced Average Handle Time (AHT) by 32% over 12 months
- Scaled operations by over 300% without compromising KPI performance
Beyond the Offer: Smarter Retention Conversations for Today’s Telecom & Media Customer
In today’s telecom & media landscape, retention isn’t just about giving the best offer. It’s about having the right conversation. Customers expect more than discounts. Read how leading telecom & media brands are rethinking retention, beyond the offer.
Why partner with us
Lower customer effort
Deploy powerful bot, self-service, and AI capabilities that remove friction, automate routine tasks, and help subscribers resolve simple issues on their own. Intelligent routing further ensures they reach the right resource the first time.
World-class tools
Tap into next-gen agent-assist tools, knowledge bases, and AI-driven decision support. We help you implement, integrate, or optimize these tools to elevate both agent performance and subscriber experience.
Improved written support experience
Enhance chat, messaging, and other digital channels through advanced quality analytics and multilingual capabilities — improving clarity, consistency, and subscriber satisfaction across all digital interactions.
Increased first-touch resolution
Equip your frontline to resolve issues correctly the first time, reducing repeat contacts and improving loyalty with a blend of skilled agents, strong knowledge management, and analytics that uncover root causes.
Proactive engagement
Leverage predictive, sentiment, and interaction analytics to identify friction points before they escalate. We enable automated outreach, timely notifications, and personalized interventions to create a more proactive engagement model.
Faster speed to proficiency and performance
Sharpen your focus on WFM, training, upskilling, planning, and real-time guidance for faster agent ramp-up, stronger delivery, and consistently higher service quality.
Unrivaled omnichannel CX
Create a seamless, reliable, and truly omnichannel customer experience with integrated digital and human support, multilingual operations, and analytics-driven consistency across channels.
Awards & recognition
We have been recognized a leader across most aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX
Discover new ideas, insights & solutions
Whitepaper
October 17, 2023
Transform Your Customer Experience, Act Now!
