| Results | Before Callzilla® | With Callzilla® |
| FCR | 45% | 85% |
| Call Abandons | 35% | < 9% |
| QA Scores off af monitored calls | 60% | 88-90% |
Industry: Wireless Communications Provider
Need: First Call Resolutions and Lower Call Abandons
Success Metrics:
First Call Resolution (FCR) increased by 89%
Increase in overall QA scores of call monitored by 50%
Diminished call abandons by 75%
Situation:
- English language Customer Care with current outsourced partners were unsuccessful in resolving customer issues and complaints in an efficient, timely way
Objectives:
- Increase FCR in Spanish and English while reducing call abandons
- Boost QA scores to provide better customer experience
Callzilla® Approach:
Callzilla® employed a consultative call handling and training approach to meet varying customer needs. We emphasized FCR while implementing a more thoughtful customer approach to increase satisfaction with their in-call experience and provide real solutions.
Results:
FCR
Before Callzilla® 45%
With Callzilla® 85%
