Case Study: Cosmetics Company achieves 2x higher average order value with Callzilla

Cosmetics Maker Improves Customer Experience, Average Order Value Increases 2x

Cosmetics Company, a cosmetics maker, needed to reduce high call abandons and improve weak customer care performance across Spanish-speaking interactions, which was hurting conversions, savings, and average order value. After evaluating outsourced contact centers, the company chose Callzilla to support customer care and direct response calls in both Spanish and English.

Callzilla built a customized solution that included bilingual agent selection, brand immersion, product training, aligned KPIs, detailed quality scoring, e-learning and gamification, and rehearsal for sales, upsells, and account saves. As a result, call conversions improved, average order value increased by 200%, upsells increased, Customer Satisfaction scores rose, and one outsourced center was dropped entirely as Callzilla became the primary center.