Case Study: Music Company achieves 95% customer satisfaction with Callzilla ecommerce customer care

Music Giant Outsources Management of Ecommerce Customer Care For The First Time to Callzilla

Music Company, a major music company supporting one of the most prominent bands in history, needed to outsource ecommerce customer care for the first time. The company turned to Callzilla for inbound call center support for English- and Spanish-speaking customers, covering music downloads, CDs, DVDs, subscriptions, and online merchandise.

Callzilla implemented a tailored ecommerce support program with training, systems integration, customer satisfaction surveys, and ongoing calibration with the client. The results were strong: 90% of calls were answered in 10 seconds or less, customer satisfaction averaged 95%, and 93% of issues were resolved on first contact. Based on this success, Music Company also expanded the engagement to include email and live chat support.