Innovative Surge Staffing Strategy Nets Cost Savings for Streaming Media Brand While Reducing AHT by 12%

March 8, 2024

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

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