Inside the Quality-First Contact Center

Apparel Retailer Finds Perfect Fit with Callzilla's E-Commerce Customer Care

An apparel retailer tapped us for extra help, including e-commerce customer care, during the holiday rush. In just 60 days, we outperformed their other center on QA scores and other metrics.


Most online shoppers never pick up the phone to reach out to an online retailer. But plenty need to know—even if subconsciously—that they could reach a real person.

An online ecommerce apparel/fashion retailer already had one outsourced contact center and an in-house group, but they needed extra help to handle the volume of customers during the holiday shopping rush in the last months of 2016. The client asked Callzilla to alleviate the pressure by taking on phone service in Spanish.

Over the first 60 days, we reduced average handle time from 9 minutes and 46 seconds to only 7 minutes and 28 seconds. QA scores averaged 84.99 percent for November, rose to 85.21 percent for December, and started January at 87.66 percent.

Callzilla's strong performance made the client realize what poor service they had been getting from their other outsourced call center. Over the course of 90 days, the client asked Callzilla to add the email channel in Spanish, and then to add English as well. After further review of our performance, the client asked us to provide service in in French. Preparation is also underway to add live chat.

Because of Callzilla's outstanding performance, the client has stopped using both the other outsourced contact center and the client's own in-house group.

Links

  1. More call center success stories
  2. Pairing With the Right Outsourced Contact Center
  3. About Callzilla's Call Center Services
  4. About Callzilla's Live Chat Services
  5. Our Top 10 Posts in 2016

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Topics: Case Studies