Case Study: Fortune 500 Retailer improves new-agent performance with ResultsCX training model

Reimagined Work-At-Home Training Model Benefits Fortune 500 Retailer

ResultsCX partnered with a Fortune 500 home improvement retailer to support inbound and outbound sales, customer service, email, chat, and back-office operations. After moving to the ResultsCX Home Office work-at-home model, the company saw that strong performance from tenured agents was masking weaker results among newer hires, revealing gaps in recruiting, training, and nesting for the at-home environment.

ResultsCX responded by redesigning training and nesting for remote agents, creating small virtual groups with shared mentors, more hands-on call observation, stronger case documentation training, twice-daily debriefs, and expanded certification assessments. The improved program helped new agents feel more confident and capable, and with peak season approaching, VOC trended upward despite high new-hire volume. ResultsCX ended 2020 with a significant overall performance improvement for the client.