| Results | Before Callzilla® | With Callzilla® |
| Cancel/Save percentage | Spanish: 15%English: 20% | Spanish: 40%English: 29% |
| Call Handling | Call Abandons: 25% | Call Abandons: 6% |
| Customer Satisfaction | Never evalutated | March 2014 launch of C Sat IVR surveys |
Industry: Skin Care Product Marketing
Need: Improve both English and Spanish language Customer Satisfaction
Success Metrics:
- Save Improvements in Spanish by 166% and in English by 35%
- 76% Reduction in Call Abandons
- Implementation of regular and reliable customer feedback under Callzilla’s initiative
Situation:
- Client in-house customer care was overwhelmed and unable to handle the volume of calls
- Outsourced English language customer care was performing inadequately
Objectives:
- Improve overall customer satisfaction
- Improve Call Handling and Agent Utilization
- Life Cancel/Save percentages for both English and Spanish speaking customers
Callzilla® Approach:
- Rebuild the agent/employee interaction
- Rewrite script based on intimate understanding of Hispanic culture and expectations
- Training in articulating the product benefits and reasons to continue with auto-billing
Results:
Cancel/Save percentage
- Before Callzilla® – Spanish: 15% | English: 20%
- With Callzilla® – Spanish: 40% | English: 29%
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