Case Study: Catch Creation handles 66% more calls with CloudTalk

Handling 66% More Calls, Without Hiring More Agents

Catch Creation, a New York–based e-commerce incubator, needed a more flexible way to manage customer support as call volumes surged seasonally and operations scaled up and down. Their older system couldn’t keep up with delays, limited visibility, and inflexible contracts, making it difficult to support a lean distributed team across multiple brands.

With CloudTalk’s call platform, including features like call tags, whisper mode, analytics dashboard, and call flow designer, Catch Creation rebuilt its support workflow and improved coaching, QA, and staffing decisions. CloudTalk helped the team cut average handle time by 33% and increase calls handled per agent by up to 66%, while supporting peak demand of up to 6,000 calls per day with minimal downtime.

Catch Creation

Jessica Dungo

Customer Service Disputes Manager