Case Study: Callzilla reduces disposition errors and AHT with Capacity Agent Assist

Callzilla cuts disposition errors from 20% to under 1% with Capacity

Callzilla, a full-service outsourced contact center and BPO, was struggling with the quality assurance services from their previous vendor and sought to improve agent productivity while reducing errors. They turned to Capacity for its conversation intelligence and Agent Assist solutions to address these operational challenges.

Capacity implemented its AI-powered Agent Assist software, which analyzes conversations in real-time to provide agents with guidance and automatically suggests disposition codes and generates call summaries. This solution dramatically reduced Callzilla's disposition error rate from 20% to under 1% for one of their major clients, while also decreasing average handle time and after-call work. The partnership with Capacity has provided Callzilla with high-quality data and customizable solutions, increasing their value to clients.

Callzilla