Resources

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

Case Study: Wireless

Wireless giant changes its call center solution providers, sees FCR and saves improve Summary A leading U.S. wireless carrier was splitting some of its call volume between call centers in the Philippines, India, Palestine, and Ohio. But with all four providers, First Contact Resolution (FCR) was an issue. About 25% of the time, customers had to recontact our client to resolve their issue. We helped get that figure down to 10% within 7 months. Saves (renewals) rose from 50% to 85% First Call Resolution rose [...]

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Case Study: Broadcasting

Broadcaster lowers customer service response time with help from Callzilla Summary A broadcaster's in-house customer care team was swamped. Anxious customers sent multiple emails as they waited days for a response from Support—intensifying the backlog. Big changes happened within 90 days of hiring Callzilla. Average response time decreased from 72 to 3 hours in 90 days Overall email volume shrank by 50% in 90 days Expanded channels to include live chat, voice and email A global sports media network needed [...]

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Case Study: Skin Care

Skin care brand sees clear ROI from Callzilla call center services within 45 days Summary A few years ago Callzilla met a large subsidiary of a Fortune 50 company. The subsidiary sold anti-acne products direct to the consumer. But its outsourced contact centers in the U.S. and Dominican Republic were not converting calls from Spanish speakers into orders. Call abandons dropped from 20% to 2% in 45 days Call conversions increased 77% in 4 months Average order value increased from $70 to [...]

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Case Study: Automotive

Nearshore Callzilla goes head-to-head vs. offshore direct response call center Summary A couple of years ago, we were approached by a U.S. car seller running a direct response campaign. Leadership asked us whether Callzilla's results would be better, worse, or about the same as their incumbent's. Here's how we answered... then proved our answer. Omni-channel client acquisition, appointment setting Client-branded live chat via web or mobile app Created new reports per key performance indicators To tap the large Hispanic market [...]

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Case Study: Software

Software maker compares call center companies, switches to Callzilla after 6 months of results Summary A software firm was working with another call center, but conversions and order value lagged the market. In 6 months, Callzilla outperformed the other center and replaced them. Call conversions increased from 2% to 16% within 6 months Average order value increased from under $300 to $465 Upsells increased 40% Average calls handled per day rose from 50 to 600-800 Coming to [...]

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Case Study: Finance

Lender's data entry outsourcing to Callzilla quickly pays off Summary This story opens in the board room of a fast-growing U.S. company that specializes in loans to merchants. Executives are reviewing the company's overall performance. Data accuracy increased by 20% within 30 days Submissions per hour increased 50% Time to offer dropped from 9 to 6 hours within 30 days The good news: demand seems strong--plenty of merchants are interested. But growth figures aren't reflecting that. The CEO poses some [...]

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