A global sports media network needed a contact center for the first time to handle inbound customer care in English and Spanish for their live-streaming platform.
Customers in the United States and Canada subscribe to the service through their cable TV or satellite TV operators. But now for customer care —technical support, troubleshooting, help desk, account management, password reset, and billing questions — they would be contacting Callzilla through information provided on the client website.
Our client was under pressure, so we were under pressure. But we made a conscious effort to ask questions and learn from the answers before diving in. Did customers’ anxiety stem from service quality issues, billing or payments issues, account access problems, or ? We needed to identify the patterns to make an effective plan.
No two clients are exactly alike, and the same goes for agents. Among many other things, the agents we selected had to be fluent in both English and Spanish, have clear written expression, a high degree of empathy, experience interacting with highly stressed customers, and more.
Immersion and training
We embraced the client’s brand identity, mission, and values. Agents and supervisors role played various scenarios, familiarizing with common troubleshooting techniques, how to escalate an issue they couldn’t resolve themselves, the features of our client’s offering, and more.
Skin in the game
Callzilla focused on resolution-per-contact, cost-per-resolved contact, and cost-per-satisfied contact. That put a premium on the customer’s actual experience instead of minutes and seconds. In addition, every agent and supervisor had target Customer Satisfaction and First Call Resolution scores, and got prizes and recognition when they hit their goals.
Each mission-critical task had its own line item and was scored individually. Our evaluations were performed on an individual call level basis, agent basis, shift (time of day) basis, program/campaign basis and other variables. This approach allowed us to take data samples and benchmark our performance against the criteria and standards that we agreed on with the client.
Gamification for positive feedback
We integrated e-learning and gamification into the client’s solution to enhance agent engagement. The shared vision was to reinforce team and individual engagement and ensure positive feedback through social collaboration, support from a gamiﬁed platform, and a feeling of recognition.
As Callzilla began providing this client’s customer care, customer response time plunged and average Customer Satisfaction scores increased.
- Callzilla helped the company grow from email-only service by adding phone and live chat channels. The additional channels allowed customers to receive quicker responses through the communication channels they prefer
- Within 90 days, this client’s average email response time decreased from three days to three hours
- Email volume dropped by half because customer issues were responded to and resolved more quickly
- Soon Callzilla will be expanding its services to this client by adding sales support
The Callzilla difference
The elements of the above solution only work in the right context. For example, Callzilla has a robust quality management system certified to ISO 9001:2008 standards, that generates actionable insights to improve customer experience and client services.
A strong talent acquisition and retention program yields 3x longer employee tenure than average contact centers. And our technology intelligently routes and supports interactions, with infrastructure and data protected in a secure Miami-area data center.