Innovative Surge Staffing Strategy Nets Cost Savings for Streaming Media Brand While Reducing AHT by 12%
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Few industries offer more choices to consumers than media and entertainment. In a space where customers can switch off their subscriptions in a blink, outstanding CX is essential to building a loyal customer base and minimizing churn. Radically rethinking support and finding new approaches to operations can be the key to acquiring and keeping customers.
The Challenge
A U.S.-based streaming media subscription company and long-time ResultsCX client experienced a surge in sales and customer assistance that strained existing operations:
- Increased sales and customer service call volumes
- Critical agent shortage at time of expanding need
- Difficulty recruiting and onboarding new agents
- Risks to support quality and performance, as well as brand reputation
The Solution
ResultsCX developed a creative staffing operations plan to simultaneously outmaneuver coverage challenges and elevate the customer experience:
- Identified available agents equally effective working onsite or at home
- Employed cross-training program to develop flexible universal agents
- Enhanced ability of team to cover and fill staffing gaps
- Transitioned and cross-trained all needed agents within a five-day window
- Adjusted curriculum to expedite new hire learning
The Results
Transforming agent coverage, availability and onboarding also improved performance outcomes:
- 80% reduction in training time
- $165,000 savings annually linked to expedited training for sales agents
- 12% Average Handle Time reduction, with consistently lowered time to resolution by one minute, on average
Source: GWFM Research & Study