Resources

Resources2023-12-20T08:39:59-05:00

Revolutionize Your Customer Service with Virtual Call Back Systems

We've all been there - stuck on hold, listening to elevator music that's more frustrating than soothing.  The magic of a virtual call back system is like having a VIP pass to customer service without the hold time hassle.  You call customer service, and instead of waiting on hold, you get an option to receive a call back when it's your turn.  How Does Virtual Call Back Work? Behind the scenes, the back end of a Virtual Call Back System is a sophisticated dance of technology. To establish the option of virtual call back [...]

By |Phone Queue Callbacks|

Lightning-Fast Communication: The Power of Mass Notification Systems for Instant Customer Reach

In a world where business doesn't stick to the nine-to-five routine and is all about global connections, having a reliable, scalable, and lightning-fast way to communicate is a game-changer. Mass Notification Systems are like your business's megaphone, blasting out urgent messages, updates, or even just a friendly "Hey, listen up!" to a whole bunch of folks at once.  Whether it's dealing with unexpected chaos, announcing big changes, or just keeping everyone in the loop, MNS uses all sorts of communication channels to make sure everyone gets the memo—fast.   How Does a Mass Notification System [...]

By |Automated Services|

Case Study: Cosmetics

Cosmetics maker improves customer experience, average order value increases 2x Summary A client needed to reduce call abandons and raise AOV. We helped do it by focusing on customer experience quality. Average order value increased by 200% Call conversions increased Customer Satisfaction scores increased Contract renewals (cancellation saves) increased Upsells increased A cosmetics company was using three outsourced contact centers in the United States—one of them in-house and the other two outsourced. Reports showed [...]

By |Case Studies|

Case Study: Entertainment

Commercial Entertainment Provider allocates 100% of tier 1 calls to Callzilla following flexible inbound and outbound customer support Summary A commercial entertainment company enlisted Callzilla’s assistance to alleviate the stress of attrition in their call center. When an urgent request changed our original course, our team led an outbound campaign to promote returns of old devices. Following our efforts, the client saw a 200% increase in returns. Additionally, there was a 38% increase for Interactions Handled. Our performance drove the client to outsource 100% of its tier 1 customer service calls [...]

By |Case Studies|

Case Study: Media

Media giant turns to Callzilla for assistance with their customer care operations Summary A top music producer outsourced their sales and customer care calls for products related to a popular artist in their portfolio. With a focus on contact center quality, Callzilla was able to onboard and assume operations. After the first 90 days, First Call Resolution (FCR) increased to 93%, Customer Satisfaction Scores (CSat) improved to a level of 95% satisfaction, and the client expanded the engagement to add email and live chat support channels. First contact [...]

By |Case Studies|

Case Study: Music

Music Giant Outsources Management of Ecommerce Customer Care for the First Time to Callzilla Summary A major music company approached Callzilla about ecommerce call center outsourcing services to support one of the most prominent bands in history. This is the first time that an outside contact center is handling care for the act's music downloads, CDs, DVDs, subscriptions and online merchandise. Customer Satisfaction scores average 95% 90% calls answered in 10 seconds or less 93%+ First Contact Resolution Added [...]

By |Case Studies|
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