Is your organisation resilient against peaks in customer contact?
Whether winter weather or market issues are driving your operational peaks, we are the specialist partner global firms trust when additional capacity is needed.
The proven partner of choice to help you manage peak volumes
With customers expecting faster and more reliable support, and contact volumes climbing higher every year, organisations need high-quality customer service solutions which scale up and down with demand.
Specialist UK-based support and global solutions to tackle your challenges head-on
We know that many services firms can support robust strategy around managing peak demand, whether your business is preparing for the holiday season, weather-related contact spikes or unexpected surges relating to unplanned events.
However, does your resource partner stay close to your emerging challenges, enhancing your plans in a changing market? Do they act with pragmatism if things need to change? Do they deliver a completely bespoke service which accounts for your unique needs? Are their executive team at the end of the phone when you need them?
ResultsCX has built a global reputation as a local specialist. This means we have global reach while understanding that your organisation has its own challenges and metrics for success.
We help our clients scale through market-leading service mobilisation, a significant database of expert customer service resources, comprehensive support services and a toolkit of proprietary technology and partnerships. We automate to drive down cost and complexity, and we deploy at pace without compromising quality. For us, peak is not just a challenge or a solution, it’s who we are.
ResultsCX Welcomes Huntswood
With the recent acquisition of Huntswood, the UK-based consulting and customer solutions company, we have significantly expanded our service capabilities for the BFSI and Energy and utilities sector. As a market leader in complaint management, remediation, and fraud resolution, Huntswood brings specialized capabilities and also extends our presence into South Africa, an increasingly sought-after offshoring destination for customer-centric work.
$650
million revenue
21,000+
employees
7000+
employees in UK & Ireland
30+
years of customer service experience
50%
increase in resources every holiday season
Retail & Gifting
Delight your customers year-round and don’t put your brand at risk during peak periods. We deliver the skilled workforce you need to create advocates for your brand, regardless of channel and contact volume.
Travel
Tour operators and airlines must be able to rely on their resilience plans, whether holiday season is in full swing or an unplanned event has caused contacts to spike. If things need to change at short notice, we can help.
Utilities
Seasonal peaks are typical across the sector, alongside more predictable drivers of work volume. We know that sometimes, plans need to change. We can support spikes by delivering the skilled resources you need.
Delivery & Logistics
Logistics firms can often be exposed to the same risks as retailers during busy periods, but have a number of their own challenges. When Black Friday meets inclement weather, we can help you stay the course.
Breakdown Services
When cold weather bites (or a rare heatwave hits UK shores), customers often find themselves in difficult situations at point of contact. Do your contingency plans help you keep delivering vital service to customers?
Entertainment
From festival season to the Christmas holidays, there are many factors which can compromise customer experience and lead to surges in contact. ResultsCX can act quickly to help you manage peaks.
Find out why global businesses trust ResultsCX with their customer experience
Your Expert Partner for Peak Season Success
Irrespective of where you are with your peak-season readiness, we can help.
Need help developing peak demand management plans?
We excel at quickly scaling trained and skilled resources with our AI-driven hiring and training approach. Reach out to us, and let’s get started on a plan that works for you.
Plans are set but conscious that things may change
Even the best strategies may need adjustment. We offer a free consultation to review and refine your plans.
Expanding your internal team for peak demand?
If you’re facing a surge and need extra support, our empathetic team is ready to supplement your team.
All set with planning and hiring
It’s still wise to spread the risk. If you need additional support, we’re here and ready to help.
Driving peak season success for leading brands
1,000 FTE tackle increased volumes for a global bank
-
1000 FTE%
Deployed in controlled
three-month ramp. -
97%
Quality scores
across our operation.
Mobilised, staffed, trained & managed a team of 800 FTE for a global bank
-
6 weeks
Servicing inbound calls
within six weeks of instruction. -
3 months
To deploy all
resources
100 FTE contact centre for a major food delivery service
-
9 Days
Training and route to
competency period -
95% quality
Measured using our
client's quality approach.
Don’t let peaks in work volume compromise the outcomes you deliver for your customers
Awards & recognition
We have been recognized a leader across multiple aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX
Why choose ResultsCX
Scale and Flexibility
Our rapid resourcing capabilities help businesses quickly scale operations up or down based on demand. Even during unexpected surges, we deliver successful outcomes while maintaining exceptional customer service.
Skilled Workforce
Our workforce comprises trained and experienced individuals who can handle varied customer service requirements across multiple channels right from the outset. We reduce agent onboarding time and help them quickly reach full competence in line with your standards.
Experienced Leadership
With decades of experience, our leadership team works closely with you to understand your business and deliver solutions that align with your existing approach and enhance it further. We partner with you to create a robust, sustainable solution, bespoke to your business.
Quality Assurance
Our proven frameworks and quality assessment systems help quickly identify any deviations in service quality. Our QA program not only helps you drive operational excellence but also provides data-driven inputs for customer-centric changes.
Digital Backbone
From the recruitment process through agent onboarding and real-time agent-assist, we leverage a host of digital solutions that significantly reduce hiring and onboarding time and increase speed-to-proficiency for agents. Our digital-first approach works as a secret sauce to drive operational efficiency.
Continuous Improvement
We cultivate a culture of continuous improvement, driving innovation and integrating best practices to enhance service quality. This strategy strengthens brand loyalty and customer retention through consistently well-executed interactions.
How we do it
Using market-leading customer intelligence platforms, we take a data and analytics-driven approach to lead gen management  maximizing sales impact. Â
Accelerate business growth through AI-driven customer intelligence and sales outreach, coupled with the human touch.
Enable omnichannel (inbound and outbound outreach)
Augment performance with sales knowledgebase, guided outreach, AI-driven agent in-call guidance, and sales training.
Discover new ideas, insights & solutions
Drive consistent, high quality customer experience this peak season.
