Case Study: Top Fashion Brand boosts holiday customer support performance with Callzilla

Top Fashion Brand Partners With Callzilla to Provide Holiday Customer Service & Support

Top Fashion Brand, a major apparel and fashion e-commerce retailer, needed extra customer support during the holiday shopping rush and turned to Callzilla for help, initially to handle Spanish-speaking customer service alongside their existing outsourced contact center and in-house team.

Callzilla trained agents on the brand’s products, processes, and escalation paths, then optimized staffing, QA scoring, and continuous improvement across channels and languages. In 60 days, Callzilla reduced average handle time from 9 minutes 46 seconds to 7 minutes 28 seconds, raised QA scores from 84.99% in November to 87.66% in January, and delivered such strong results that Top Fashion Brand expanded services to email, English, French, and live chat while discontinuing the other contact center and in-house team.