Summary
Zaren and Ecohome transitioned from a fragmented legacy phone setup to CloudTalk’s unified platform, enabling better oversight, higher accountability, and stronger sales performance. With real-time analytics, call monitoring, and intelligent routing, the team now tracks 80–100 calls per agent per day and has increased conversion rates across six call centers in three countries.
About Zaren and Ecohome
Supporting direct sales at scale, across six multilingual call centers
Zaren and Ecohome are sister companies operating throughout Slovakia, the Czech Republic, and Serbia. Together, they specialize in selling home-focused consumer products—like mattresses—through a high-touch, direct sales model.
Their approach is old-school on purpose: real people, real calls, and in-person visits. But as Kristina Krus, Operations Manager told us, when the business scaled to six call centers across three countries, the team needed a modern solution to manage outbound calls, coach agents, and optimize performance.
”Direct sales is our DNA. We’re probably one of the last companies still doing it this way—and for us, the phone is everything.”
Problem
Fragmented tools, zero visibility, and no way to coach effectively
Before CloudTalk, Zaren and Ecohome were running on an outdated phone system that couldn’t keep pace with the scale or complexity of their operation. With teams across multiple countries and languages, managers had no centralized visibility, no call recordings, and no easy way to monitor or support agents.
”We weren’t satisfied with our previous provider. We had no insight into how agents were performing, what they were saying, or how many calls were really being made.”
That lack of oversight impacted both sales performance and training quality. Leaders couldn’t identify struggling agents or replicate what top performers were doing. And without recorded calls, there was no way to review conversations or assess whether agents were sticking to the sales script.
The business needed:
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Real-time visibility into outbound calling activity
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Centralized analytics to monitor daily KPIs like volume, talk time, and conversion
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A way to record calls for coaching and compliance
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A platform that could scale across six call centers without added complexity
Evaluation
A platform that combines data, simplicity, and hands-on support
The Zaren and Ecohome team reviewed multiple providers but quickly saw that CloudTalk was different. It offered the functionality they needed—from analytics to call monitoring—with a clean interface and support that felt genuinely helpful.
”CloudTalk changed my life. The analytics, call recordings, and success tracking give us everything we need—and it’s increased our sales.”
Just as importantly, CloudTalk struck the right balance between power and ease of use. Kristina’s team didn’t have in-house developers or IT specialists dedicated to call systems. They needed something that worked—right out of the box—and that could be configured quickly across six multilingual teams.
CloudTalk offered:
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Seamless onboarding with support at each step
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A flexible dashboard for tracking sales KPIs
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Built-in call recording and monitoring for instant feedback
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Script adherence tracking via Conversational Intelligence
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Support for both outbound and inbound routing
Solution
Smarter outbound sales, clearer agent coaching, and streamlined inbound routing
With CloudTalk fully implemented, Zaren and Ecohome now run six call centers across three countries with one centralized system. The team uses CloudTalk for both outbound sales and inbound voicebot routing, ensuring smoother operations and better oversight across the board.
On the outbound side:
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Agents make 80–100 calls per day, tracked through CloudTalk Analytics
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Team leads monitor performance in real time and intervene when needed
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Call recordings are used in 1:1 coaching, helping managers pinpoint where reps need support
”I can see who’s hitting targets and who’s not. If someone is underperforming, I can review their calls and coach them using the recording. That’s powerful.”
CloudTalk’s Conversational Intelligence also enables the team to assess whether agents are following scripts, using proper tone, and building rapport—essential skills in Zaren and Ecohome’s high-touch sales model.
For inbound traffic, the team implemented CloudTalk Voicebot to route customers based on intent. When someone calls the main info line, the bot offers three paths:
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General questions
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Interest in buying
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Product-related discussions
This automated routing ensures that calls go to the right team immediately, reducing wait time and improving customer satisfaction.
“We’re just starting with voicebots, but it’s already helping us handle more calls. In the future, we’d love to use AI for outbound too—but it needs to feel natural.”
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Results
Real-time data, better coaching, and measurable sales growth
Zaren and Ecohome’s shift to CloudTalk brought immediate improvements across their sales operation. Managers now operate with full visibility, agents are more accountable, and conversion rates have risen thanks to smarter coaching.
Key outcomes:
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80–100 outbound calls/day/agent, tracked through live analytics
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6 call centers unified under one system
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Voicebot routing helps triage inbound traffic automatically
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Call recordings used to monitor script adherence and train underperforming reps
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Agent performance visibility leads to higher accountability and faster issue resolution
“Now I know what’s going on in every call center. I can track, analyze, and improve—and that’s how we grow.”
Takeaway
Sales strategy powered by insight, not guesswork
For Kristina and her team, CloudTalk didn’t just replace a phone system—it became the operational backbone of a high-performing, multi-country sales engine. From day one, they gained access to the data, tools, and support needed to make every rep—and every call—more effective.
Beyond the platform itself, Kristina also emphasized the value of partnership:
“Being here and meeting the people behind the platform has been wonderful. You’re doing a great job—and we’re glad to be part of it.”
With CloudTalk, Zaren and Ecohome can scale confidently, coach proactively, and connect more effectively with customers—no matter where they’re calling from.
