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Customer story
How Catch Creation Transformed Customer Support Without Hiring More Agents
For Jessica Dungo, managing customer service at Catch Creation was never just about picking up the phone. It was about keeping pace with a fast-moving e-commerce business, especially when call volume could jump tenfold in a matter of weeks.
The team handled everything from tracking orders and processing warranties to solving fulfillment errors. But with outdated software and no way to scale up or down, Jessica was fighting a daily uphill battle.
What did Catch Creation achieve with CloudTalk?
33% reduction
in handle time
66% increase
in calls handled per agent
up to 6,000 calls daily
during peak season
About Catch Creation
Catch Creation is a New York–based e-commerce incubator that launches and scales consumer product brands through direct response advertising. Led by CEO Matthew Squillace, the company manages the full lifecycle in-house: from product development and marketing to fulfillment and support. Catch Creation is best known for launching viral consumer brands like Muddy Mat and Incense Waterfall, and serves hundreds of customers across North America.
Jessica leads a lean, distributed support team of 15 virtual agents, two supervisors, and two support specialists. Together, they handle everything from order issues and cancellations to refund disputes and fulfillment delays. On an average weekday, the team handles 400–600 calls. But during high-volume seasons (especially Q4), that number skyrockets to over 6,000 inbound calls per day. Support operations need to scale fast, adapt to real-time changes, and maintain quality across multiple brands at once.
To stay ahead, Jessica needed more than just a call platform: she needed one that could scale fast, flex on demand, and give her complete visibility into performance.
“We Needed to Grow Without Getting Bigger”
When Jessica joined the company, Catch Creation was still using Nextiva. But the system couldn’t keep up.
Tech issues aside, the bigger problem was operational inflexibility. Their contracts couldn’t adjust to seasonal headcount changes, and performance metrics were limited or buried.
She considered other providers like RingCentral, but only one stood out:
Why CloudTalk Was the Clear Winner
What sealed the decision wasn’t just the commercial model, it was CloudTalk’s usability, performance, and support.
At one point, Jessica tested Zendesk Talk to see if it could cover her needs. But even with that experiment, she kept one number running through CloudTalk.
Features That Made a Difference
Jessica used CloudTalk to redesign the support team’s entire workflow. The first major change was tagging calls by type.
With tags in place, QA no longer had to sample calls blindly.
The next big upgrade came from whisper mode – a feature that lets supervisors coach agents during live calls.
CloudTalk’s analytics suite also gave Jessica a clearer view of call traffic, helping her plan staffing accordingly.
33% Faster Calls, 66% More Capacity
Before CloudTalk, each agent could handle about 30 to 40 calls during an eight-hour shift. After implementation, that number rose to 50–60 calls per shift, an increase of up to 66% in volume handled, without hiring additional staff.
At the same time, average handle time dropped by 33%, from 6–7 minutes to just 4–5.
Key Outcomes
#1 33% reduction in average handle time
#2 Up to 66% increase in calls handled per agent per shift
#3 QA reviews based on call tagging
#4 Smarter staffing using hourly call insights
#5 4+ years of stable service with minimal downtime and responsive support
These results didn’t just reduce pressure on the support team; they directly improved the customer experience. Agents could respond faster, with better coaching and clearer oversight.
Eyes on the Future
Jessica’s next priority is implementing AI voice agents, especially for handling common inbound requests.
She’s working with CloudTalk’s product team to explore what’s possible.
CloudTalk is a data-driven solution for exceptional customer experience and intelligence is a key part of it.
Schedule a demo today and find out for yourself.