Case Study: Commercial Entertainment Provider boosts returns and customer support with Callzilla

Commercial Entertainment Provider Allocates 100% of Tier 1 Calls to Callzilla Following Flexible Inbound and Outbound Customer Support

Commercial Entertainment Provider, a major B2B onsite entertainment company, needed help managing tier 1 customer support amid high attrition, backlogged emails, and growing call demand. They turned to Callzilla for flexible nearshore inbound and outbound customer support, including phone, technical support, and email workflow assistance.

Callzilla quickly adapted when the client shifted priorities from inbound support to an outbound campaign to remind retail store managers to return musical device equipment. The campaign finished two weeks early and helped drive a 200% increase in returns, a 38% increase in interactions handled, a 65% decrease in call abandonment rates, and an 85% improvement in customer initial response time, leading the client to allocate 100% of its tier 1 calls to Callzilla.