Our client was looking to increase their revenue in 2020, and hired Callzilla not only as a vendor, but as a business partner. During the onboarding process, Callzilla analyzed current processes and made adjustments that would prove successful right from the start. Callzilla added a new communication channel, updated the training strategy, and automated system processes which resulted in immediate revenue increase for our client.
A leading provider of resin-based household and garden consumer products was unhappy with the current level of Customer Experience. Callzilla increased the client's CSAT results by 21% in just 90 days and decreased the client's AHT by 34% in just 30 days.
A merchant lender was disappointed with performance at its India-based contact center. Callzilla cut turnaround time on its offers by 30% and improved accuracy by 20%.
A company selling skin care products globally was struggling with sales to Spanish speakers. Callzilla reversed the slide, and the client expanded our role.
A top music producer asked Callzilla to support sales and customer care for one of the most prominent bands in history. Callzilla upgraded their customer care within weeks.
A high performance skincare brand partnered with Callzilla to design a video chat service that would mimic in-person consultations in a time when brick and mortar stores were closed. Callzilla’s video chat service brought 12% higher conversion rate than traditional channels and insured little to no interruption in revenue.
A CD, DVD and book retailer added Callzilla to its roster of two existing contact centers. Callzilla outperformed the other centers on quality, performance and cost.
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.
A global sports network was taking an average of three days to respond to customers' emails. Within 90 days of hiring Callzilla, average response time dropped by 96%.
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.
A client needed to reduce call abandons and raise AOV. We helped do it by focusing on customer experience quality.
We measured the bot's performance over 4 months based on it's self-learning capabilities and some manual optimization, and compared it to the year's performance overall. In this case study, you’ll find 34% Improvement in ChatBot's Solve Rate, 38% Decrease in Live Agent Escalations, 43% Cost Savings for the Year and 125% of Additional Savings in Q4 as Compared to Q2 Driven by Bot's Self-Learning Capabilities.
An apparel retailer tapped Callzilla for extra help during the holiday rush. In 60 days, we outperformed their other center on QA scores and other metrics.
An auto reseller's contact center was underperforming. Within two months of being hired, Callzilla outperformed its predecessor across the board.
A U.S. wireless carrier had been outsourcing to call centers in the Philippines, India, Palestine, and Ohio. In 7 months, Callzilla outperformed all on first contact resolution.
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 to Callzilla.
A case study is a research approach that is used to generate an in depth understanding of success stories after the application of a product, system or service.
A case study will typically contain a summary of information about a client or business, an explanation of the challenges they faced, the implementation of the solution to the challenge, and the results of that solution.
A success story is the account of the successful achievement of a goal by a person or organization.
A Key Performance Indicator, also known as a KPI, is a quantifiable value that measures the performance over time for achieving various business objectives.
Average handle time in a call center setting is the average time a customer call takes.
The formula for average handle time is the addition of the time a customer is talking with an agent, holding, and wrapping up all divided by the total calls made by the agent in any given shift.
Knowing your agent's average handle times is important because this data can provide insight into the customer experience.
Reduced average handle times improves the customer experience, helps drive agent performance, and results in a reduction of cost.
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First response time is the duration of time that passes from when a customer submits a contact request and the agent responds.
First response time is the total first response times in an hour divided by the number of resolved tickets.
Call abandonment is when an incoming caller hangs up before the agent can answer any questions or concerns they had, or while the agent is actively assisting them. The Average abandonment rate is the calculated percentage of this occurring.
First call resolution is the reflection of an agent or call centers ability to resolve customer calls efficiently, quickly and accurately the first time contact is initiated. First call resolution is important in great customer service and customer satisfaction.
Add the total wait times for all answered calls and divide by the number of total answered calls.
Percentage of calls placed is the portion of inbound calls from customers that never reach a call center agent due to the volume of incoming calls exceeding the companies threshold.
Having a percentage of calls blocked can cause negative customer sentiment and perception towards your business. Customers value their time and are typically contacting customer service to solve a problem they are already frustrated with.
Average speed of answer is the amount of time it takes for a customer service agent to answer a customer's question or solve a customer problem.
Also known as post call processing or “wrap time”, after-call work time is the process an agent performs after a customer interaction has been completed.
Various factors can have an affect on the time required for this task. The call type, the level of complication, the customer behavior and responsiveness, and the call centers internal process agents are required to follow are just a few examples.
Cost per call is the amount of money a singular call costs a business. To calculate this, take the total expenses for a certain period of time and divide it by the total number of calls within that period.
Revenue per successful call is the amount of revenue generated from successful calls. To calculate this, take the total amount of revenue generated from these successful calls and divide it by the amount of calls.
Occupancy rate is the combined amount of time that agents spend handling customer calls and performing after-call work. It is utilized to evaluate efficiency within a contact center.
Call center agent turnover rate is a large indicator of employee satisfaction. A large turnover rate means there is an unaddressed issue within the company. Unhappy agents directly result in an increase in unhappy customers. A large turnover rate also costs companies a lot due to a high need for hiring and training. It is important to evaluate and assess employee sentiment and job satisfaction.
A net promoter score (NPS) is a metric used within customer experience programs to measure the loyalty and perception of customers in regards to a particular company.
A customer effort score is a metric that measures the amount of effort a customer puts in to interact with a business. These scores can be obtained by asking customers to complete surveys after they have an agent interaction or any interaction with your business. They can be asked utilizing feedback number scales, emoticon ratings, or short answer responses.
Data storytelling allows businesses to turn the insights received from the data into actionable information. It allows for the creation of a narrative based on complex data points that will provide useful concise information to be acted on for the improvement of goals, products, and services.
Case studies provide a greater insight into our service and proof of real life solutions provided by our company. It allows for a greater understanding of the products and services we offer and the results we have already been able to achieve.