Press Release

How the Pandemic Changed Customer Service Calls

2 years ago

Influx of Online Shopping & Need for At-Home Agent Customer Resolutions Illustrated Significant Shifts

FORT LAUDERDALE, FLA. – (January 14, 2021) – ResultsCX, a premier customer experience partner to Fortune-100 and 500 companies worldwide, today announced call volume spotlight metrics for two critical industry verticals for its contact centers through its global Business Process Outsourcing (BPO) units. During 2020, ResultsCX’s retail industry call volume increased by 69%; its healthcare call volume increased by 6%.

The COVID-19 pandemic has fueled the growth of e-commerce and order volume. This growth, combined with social distancing strategies, has tested the agility of contact centers that are balancing increased customer service call volumes while migrating a large portion of their staff into work-at-home environments. What’s more, shoppers are purchasing products from new sources and emerging brands that increasingly depend on technology to resolve any number of product issues.

“We’ve known for several months now that certain sectors such as retail were seeing a significant lift in online sales and increased contact volumes across some call types,” said Jeanne Vest, ResultsCX Vice President of Marketing. “Our data metrics now offer a glimpse into just how much of an impact we saw in 2020, as well as a better understanding of what’s needed to properly resolve customer needs and protect brand loyalty in a time of flux.”

ResultsCX offers resolution-centered CX technologies that seamlessly combine agent support with SupportPredict Self Service, and Agent AI, as well as Bots to help brands achieve the right balance of human and digital interaction for their customer base. No matter where a brand organization is on its digital transformation journey, ResultsCX helps to grow revenue, reduce costs, and deliver a resolution-centered, differentiated customer experience.

ResultsCX solutions improve overall CX efficiency without sacrificing the human element through a balanced human/digital CX model: self-service and bot technology work in concert to make transactional support easy and AI-empowered human engagement teams to resolve complex or emotional customer needs.

The COVID-19 pandemic has drastically disrupted the way brands handle contact center operations. ResultsCX works with brand partners and leverages AI and bot technology to transition part or an entire CX operation to home-based agents without disrupting customer engagement levels. ResultsCX Home Office mobilizes its PHI and PCI-compliant data center, HIPAA and HITECH-compliant practices, and CX360 management system to deliver the same quality and stability customers expect from brick-and-mortar CX operations.

About ResultsCX

For three decades, ResultsCX has been a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty levels brands need to thrive and grow while improving efficiency and reducing costs. ResultsCX’s track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 30 locations and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), process automation, and our own SupportPredict digital engagement software as a service (SaaS).

Media Contact:
John Sternal
Merit Mile