Case Study: Leading Top Streaming Media Company achieves revenue growth and cost savings with ResultsCX

Top Streaming Company Nets Revenue and Cost Savings

Leading Top Streaming Media Company, a long-time ResultsCX customer, needed to respond to rising cancellations and shifting call drivers while improving customer saves and reducing overall cost per subscriber. ResultsCX supported the media subscription service with inbound and outbound sales, customer saves and retention, and general inquiry support.

ResultsCX implemented a two-part saves strategy: an enhanced nesting program for new agents focused on higher-priced package benefits, plus targeted quality, training, and scorecard adjustments to reinforce save behaviors. The ResultsCX solution increased new-hire save rates by 6%, cut speed to proficiency from 12 to 9 weeks, and helped save about 23,000 more cancellations than other vendors on average, driving $1.27 million more in saved revenue and earning top MER and saves compliance results.