[et_pb_section][et_pb_row make_fullwidth=”off” use_custom_width=”off” width_unit=”on” use_custom_gutter=”off” padding_mobile=”off” allow_player_pause=”off” parallax=”off” parallax_method=”off” make_equal=”off”][et_pb_column type=”3_4″][/et_pb_column][et_pb_column type=”1_4″][et_pb_image admin_label=”Image” src=”/wp-content/uploads/2015/06/banner-widget-1-A.jpg” show_in_lightbox=”off” url_new_window=”off” animation=”left” sticky=”off” align=”left” force_fullwidth=”off” always_center_on_mobile=”on” use_border_color=”off” border_color=”#ffffff” border_style=”solid” /][et_pb_image admin_label=”Image” src=”/wp-content/uploads/2015/06/banner-widget-1-B.jpg” show_in_lightbox=”off” url_new_window=”off” animation=”left” sticky=”off” align=”left” force_fullwidth=”off” always_center_on_mobile=”on” use_border_color=”off” border_color=”#ffffff” border_style=”solid” /][et_pb_sidebar admin_label=”Sidebar” orientation=”left” area=”et_pb_widget_area_2″ background_layout=”light” remove_border=”off” /][/et_pb_column][/et_pb_row][et_pb_row make_fullwidth=”off” use_custom_width=”off” width_unit=”on” use_custom_gutter=”off” padding_mobile=”off” allow_player_pause=”off” parallax=”off” parallax_method=”off” make_equal=”off”][et_pb_column type=”3_4″][et_pb_text admin_label=”Text” background_layout=”light” text_orientation=”left” use_border_color=”off” border_color=”#ffffff” border_style=”solid” module_class=”success-story-h1″]

Better Care for Customers of Leading Skin Care Client

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:

Callzilla began by re-building the Agent/Employee interaction and rewriting the script based on our understanding of Hispanic culture and expectations

We created structure training to clarify 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%

[/et_pb_text][/et_pb_column][et_pb_column type=”1_4″][et_pb_image admin_label=”Image” src=”/wp-content/uploads/2015/06/banner-widget-1-A.jpg” show_in_lightbox=”off” url_new_window=”off” animation=”left” sticky=”off” align=”left” force_fullwidth=”off” always_center_on_mobile=”on” use_border_color=”off” border_color=”#ffffff” border_style=”solid” /][et_pb_image admin_label=”Image” src=”/wp-content/uploads/2015/06/banner-widget-1-B.jpg” show_in_lightbox=”off” url_new_window=”off” animation=”left” sticky=”off” align=”left” force_fullwidth=”off” always_center_on_mobile=”on” use_border_color=”off” border_color=”#ffffff” border_style=”solid” /][et_pb_sidebar admin_label=”Sidebar” orientation=”left” area=”et_pb_widget_area_2″ background_layout=”light” remove_border=”off” /][/et_pb_column][/et_pb_row][/et_pb_section]