Case Study: Global Sports Media Network cuts customer response time with Callzilla

Broadcaster Chooses CALLZILLA CARE™, Average Response Time Improves 96%

Global Sports Media Network, a global sports media broadcaster, needed a contact center for the first time to handle inbound English- and Spanish-language customer care for its live-streaming platform. Its in-house support team was overwhelmed by anxious customers and a growing email backlog, with response times stretching to days. Callzilla was brought in to provide customer service coverage across email and, later, live chat and voice.

Callzilla built the solution by selecting bilingual, empathetic agents, immersing them in the client’s brand and support needs, and using detailed quality scoring, coaching, and gamification to drive performance. The results were significant: average email response time dropped from 72 hours to 3 hours in 90 days, overall email volume fell by 50%, and customer satisfaction improved as quicker resolutions were delivered through preferred channels.