Case Study: Retailer Outsource boosts first contact resolution with Callzilla

Retailer Outsources Technical Support to Callzilla; FCR Rises 20%, CPC Drops 25%

Retailer Outsource, an online retailer of CDs, DVDs, and books, was struggling with outsourced technical support performance. First contact resolution was stuck around 76% and cost per call was rising, prompting the company to bring in Callzilla to improve its customer care and help desk operations.

Callzilla implemented a new technical support program with stronger KPI tracking, agent training, troubleshooting practice, gamification, and customer satisfaction/NPS measurement, later expanding the engagement to include live chat for sales and customer care. The result was a rise in first contact resolution from 76% to 91%, a 25% reduction in cost per call, and within 90 days Retailer Outsource eliminated one of its other contact centers and shifted 65% of total call volume to Callzilla.