Before we took over the contract, about 1 in every 5 callers abandoned while waiting on hold. And when the old call centers did make a sale, average order value was just $70.
To turn things around, Callzilla focused on rapidly improving the customer experience. We revised the incentive system for agents. During joint training exercises, we leveraged deep experience with tailoring scripting and sales tactics for the Hispanic market. Our client embraced our advice on establishing rapport with Hispanic customers. And our Client Services team frequently calibrated with the client for quality assurance.
Within 45 days, Callzilla met Call Conversion objectives, and met and then exceeded AOV, Life Time Value (LTV) and continuity objectives. Before we took over the program, 20% of calls were being abandoned. We brought it down to less than 2%. In four months, we increased conversions by 77%. Average Order Value rose from $70 to $120.
One of the great things about Callzilla is that at an agent level, even, they have a very competitive spirit. Whenever there’s a challenge put before them, they always want to be the one that takes first place. They compare themselves to the other centers and want to be on top. That almost guarantees that they will be on top, and I love that competitive spirit.
Senior VP, Customer Care, Global Skin Care Company