Case Study: Global Skin Care Company boosts call conversions and average order value with Callzilla

Skin Care Brand Sees Clear ROI From Callzilla Call Center Services Within 45 Days

Global Skin Care Company, a large subsidiary of a Fortune 50 company, was struggling with outsourced contact centers in the U.S. and Dominican Republic that were failing to convert Spanish-speaking callers into orders. Before Callzilla stepped in, about 20% of callers abandoned while waiting on hold, and average order value was only $70.

Callzilla improved the customer experience by revising agent incentives, tailoring scripting and sales tactics for the Hispanic market, and calibrating quality assurance with the client. Within 45 days, Callzilla cut abandonment to under 2% and met call conversion, LTV, and continuity goals; in four months, conversions increased 77% and average order value rose from $70 to $120.