Contact center Automation services

Support the growing segment of customers who strongly prefer automated self-service

Develop or Enhance your Contact Center Automation Offerings

Efficiently handle sign ups, activations, password resets, scheduling and more with automated support center operations. Automated SMS texting with customers has been mainstream for quite a while. From the call center operations side, quick automated responses are ideal for account activations, password resets, and other quick problem solving. On the customer side, self-service is strongly preferred over live interactions by many consumers.

Links below point to call center success stories highlighting the way automation can compliment other channels. In one, Callzilla boosted direct response campaign results for an auto reseller with a method that included email and text follow-ups with customers. In another, carefully deployed pre-recorded messages helped a pharmaceutical company help its clients educate patients and enhance doctor-patient relationships.

Live Agent and Automated Call Back Options

Callzilla can easily warm transfer calls to live agents, regardless of location. Pre-recorded messages are also useful for creating a call-back message for people who don't want to wait on the line.

Schedule Changes, Reminders & Pre-Qualify Prospects

Pre-recorded messages are a great, low-cost way to alert existing customers with time-sensitive messages such as changes to schedules or limited-time discounts. They are also an effective way to pre-qualify prospects that may be interested in your product or service. These pre-qualified leads offer a stronger potential close for your sales and marketing teams.

Collections, Win-Backs, Adverse Events, and Donor Relations

Pre-recorded messages are also effective for collections, winning back customers who have cancelled a subscription, adverse events, or contacting donors to political campaigns and nonprofits.

The details can make or break a campaign. For example, an Interactive Voice Response (IVR) can be as simple as a "welcome and hold" messaging, or it can be used for self-service or to offer a call back for people who don't want to wait on the line. Whatever form of IVR you need, we make it a friendly customer experience that encourages the caller to wait or transact instead of hanging up and calling back.


"No matter how good Alexa and Srii are, no matter how good our programmers are, there’s always going to be room for simple preferences. People are going to be able to express their preferences—be able to opt out of the AI interaction and speak to a live agent. The live agent will not go away."

Neal Topf
Neal Topf, President, Callzilla


The Callzilla difference

Callzilla's hiring, training, and quality monitoring are designed to ensure high volume tasks are expertly handled. Instead of emphasizing speed only, for example, we aim for continuous improvement with respect aiming for a cost-per-entry metric, for example, Callzilla emphasizes tends to focus on resolution-per-contact, cost-per-resolved contact, and cost-per-satisfied contact. That puts a premium on the customer's actual experience instead of minutes and seconds.

Examples

Links below point to call center success stories highlighting the way automation can compliment other channels. In one, Callzilla boosted direct response campaign results for an auto re-seller with a method that included email and text follow-ups with customers. In another, carefully deployed pre-recorded messages helped a pharmaceutical company help its clients educate patients and enhance doctor-patient relationships.

AUTOMOTIVE

Auto seller challenges Callzilla to convert more direct response calls to appointments

An auto reseller's contact center was underperforming. Within two months of being hired, Callzilla outperformed its predecessor across the board.

PHARMA

Pharma clients outsource to Callzilla, improve adherence from 16% to 88%

Pharmaceutical clients needed to improve patient adherence. Callzilla communicated with 2,300 practitioners and 33,000 patients, and adherence rose from 16% to 88%.

WIRELESS

Wireless giant changes its call center solution providers; FCR and saves improve

A U.S. wireless carrier had been outsourcing to call centers in the Philippines, India, Palestine, and Ohio. In 7 months, Callzilla outperformed all on first contact resolution.


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