Case Study: SiriusXM achieves 80% faster training and 12% lower AHT with ResultsCX

SiriusXM reduces AHT by 12% with ResultsCX

The customer SiriusXM, a U.S.-based streaming media subscription company, faced a challenge when a surge in sales and customer assistance calls strained their operations. This resulted in a critical agent shortage, difficulty recruiting and onboarding new staff, and risks to both support quality and brand reputation. They partnered with vendor ResultsCX for customer experience solutions.

ResultsCX implemented an innovative surge staffing strategy that included identifying flexible agents, employing a cross-training program to create universal agents, and adjusting the curriculum to expedite learning. This solution transitioned all needed agents within five days. The results for SiriusXM included an 80% reduction in training time, $165,000 in annual savings, and a 12% reduction in Average Handle Time.

SiriusXM