Callzilla increases accuracy and speed of resolution with Agent Assist.

Callzilla is a full-service outsourced contact center and BPO. The company is an industry leader with a 90% first-call resolution rate and an 83% agent retention rate. Rather than just filling contact center seats, Callzilla focuses on solving major CX challenges for their clients. They use technology and analytics to identify contact reasons, the root causes of common customer challenges, and actions their agents should take to resolve issues successfully.

Problem

As a member-oriented BPO, Callzilla looks to optimize every aspect of their operations. This includes their quality management programs, intelligence and agent productivity.

Historically, Callzilla had been struggling with auto-quality assurance services from another vendor and was on the lookout for a new provider.

At the same time, the team knew they could get more productivity from their agents and improve error rates if they leveraged technology.

Solution

Callzilla first discovered Capacity when looking for a new conversation intelligence and quality monitoring solution. According to Neal Topf, President of Callzilla, the quality of their previous vendor’s product and customer service had declined as that company grew, and Callzilla wanted to work with a vendor that could serve as a true strategic partner.  

Today, Callzilla is using Capacity Conversation Intelligence for most of their client base, enabling them to monitor call quality at scale and giving them actionable insights into agent performance and the customer experience. After seeing success with Conversation Intelligence, Callzilla also chose to invest in Agent Assist: Capacity’s AI-powered real-time guidance software.  

While Conversation Intelligence helps Callzilla uncover insights to improve agent coaching and inform CX decisions, Agent Assist helps improve call outcomes in real time.  It uses AI to analyze conversations as they happen, provides agents with relevant information and coaching, suggests disposition codes, and automatically generates call summaries.

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Results

Callzilla is currently using Agent Assist to support one of their clients: a publicly traded consumer packaged goods company.  Their initial goals were to speed up resolutions and reduce errors in call documentation.

Before Agent Assist, agents were responsible for manually entering disposition codes, customer information collected during the interaction, and call summaries. These tasks are prone to human error in any contact center—and errors can hinder a contact center’s ability to improve future interactions. In some cases, they can directly contribute to negative customer experiences, especially when agents act on inaccurate information from customers’ previous interactions.

“The disposition code error rate could be as high as 20% before Agent Assist. Now, we’re under 1%. That’s a monumental improvement.”

In addition to reducing errors, Agent Assist has helped reduce average handle time and after-call work—though Topf notes that for Callzilla and their client, accuracy is a bigger priority than speed. “We’ve absolutely seen time savings, but for this client, the biggest KPI is error reduction, and Agent Assist has delivered on that.”

Looking ahead

Callzilla is currently building Agent Assist data into its broader conversation intelligence infrastructure. With access to high-quality, structured data from every interaction, the team can uncover new patterns, surface deeper insights, and solve their clients’ biggest CX challenges.

“We’re planning to use conversation data for things like predictive analytics, understanding churn, tracking complaints or propensity to buy,” says Topf. “Capacity’s transcription and intelligence capabilities are the engine for that.”

Topf shares that Callzilla is also planning to roll out Agent Assist more broadly to interested clients. “Agent Assist is something we’ve been spending a significant amount of time discussing with current clients and prospects,” Topf says. “We’re seeing a lot of interest. Our clients know they need these capabilities—it’s not a matter of ‘if,’ it’s a matter of ‘when.’”

As Callzilla continues those discussions, Topf is confident the Capacity team will be by their side.  

“Capacity has provided incredible support to us throughout our time working together. We view Capacity as a long-time partner we can turn to if we have problems or ideas. Their team has always been willing to test different things, answer our questions, and be flexible.”

Topf adds that Capacity has collaborated with the Callzilla team to tailor solutions to different clients’ needs, increasing Callzilla’s stickiness with their client base. “That ability to customize the solution is key,” he says. “We’re not hemmed into a box.”

He anticipates Agent Assist will further increase Callzilla’s stickiness, enabling them to drive ongoing improvement for their clients through the combined power of real-time guidance and conversation intelligence.

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