Welcome to Callzilla®
The Quality-First Contact Center™
Miami-based Callzilla is a full-service outsourced contact center and BPO serving US and European enterprises. Clients hires us to handle their inbound customer communications, to manage back office processes, and/or to conduct outreach. More info is below. Visit callzilla.net/flyer for a brochure (ungated) and follow @callzilla for updates.
Callzilla is a provider of high quality, customer experience-focused contact center solutions that contribute to high levels of customer satisfaction, resolution of their problems, and favorable experiences with our team.
To be recognized by our industry for providing high quality customer experiences and by our clients for high levels of Client Satisfaction.
- Industry: Outsourcing, Business Services
- Founded: 2005
- Headquarters: Miramar, FL
- Main contact center: Bogota, Colombia
- Public/private: Privately held
- Employees: 1000+
- CEO: Neal Topf
- Phone: 855-CLL-ZLLA
- Website: www.callzilla.net
Callzilla's contact center solutions
Business process outsourcing: Process, input and migrate data with Callzilla’s BPO services. Our skilled data reps handle high-volume tasks with speed and precision.
Customer care and technical support: Callzilla supplies all the staff and systems a company needs to deliver world class customer care and 24/always technical support.
Customer acquisition, surveys, and more: Callzilla makes the most of every interaction. Use us to handle direct response calls, chat with shoppers, conduct surveys, and fundraise.
Things to know about Callzilla
Quality assurance practices
Callzilla adheres to a rigorous Quality Policy per ISO 9001:2015 Quality Management System certification. Agent performance is measured frequently and at high granularity, and intervals. We tailor engagements to client KPIs.
Customer service isn't just answering calls and emails. Callzilla is adept at engaging via social media, providing support via live chat, configuring SMS texting, coversing via email, and more.
Fees, cost structure, and projected value
Callzilla clients can have dedicated agents, shared agents, or both if needed. We strive to quantify the value we bring relative to our fees.
First-call resolution percentage
Among the most significant sources of customer frustration is a company's failure to resolve issues promptly. At an average of 90%, Callzilla's performance on first-call resolution is in the world's top tier.
Hiring, training, and retention
At a typical contact center, nearly all agents leave within a year. At the best ones, it's the opposite. Callzilla shares via published articles and case studies how agents are hired, trained, coached, and motivated? Last year, 83% staff stayed on into 2017 -- a rate several times the industry average.
Systems integration and QA
Callzilla is practiced at fully integrating with client systems. On average it takes 3 weeks from signed contract to an integrated, quality-tested system.
Client services and interaction calibration
Callzilla tailors reporting to each client's needs, proactively generates actionable recommendations to improve customer experience, and frequently seeks client feedback on results and finetuning the collaboration.
Value proposition overview
- Outstanding on First Call Resolution: 90%
- Industry-leading agent retention: 83% year over year
- Fast onsite access: 3-6 hours to get onsite from U.S. cities
- Unsurpassed quality: ISO 9001:2008 certified
- Better client ROI as demonstrated in a dozen case studies
- Faster starts: onboarding takes as few as 14 days
- Best Outsourcing Service Provider 2017 (ICMI)
- Quality MVP, Silver (Customer®)
- Top Customer Service Agents (ICMI)
- Best Client Services Management (CCW)
- Top 50 to Follow (ICMI)
Comparing contact centers
Across all programs, our First Contact Resolution rate is 90% - well above industry average. One reason is that every representative and supervisor here has incentives and support to achieve specific Customer Satisfaction and First Call Resolution scores -- and wins recognition when they do. So while most other contact centers churn through agents, we are the opposite. Those on the front lines interacting with your end customers are mature, skilled and motivated.
At a typical call center, nearly all agents leave within 1 year. At Callzilla, it's the opposite. Our year over year retention: 83% — in the world's top tier! We use a 9 step hiring process, 3 week initial immersion, client-specific training, and 1:1 coaching to ensure consistently exceptional interactions with your customers.
We beat onshore and offshore providers on Customer Satisfaction (CSat) and First Call Resolution. We earned the 2016 Top 5 Best Agent recognition from the International Customer Management Institute (ICMI) and the 2016 MVP Quality Award (Silver) from TMC's Customer Magazine.
Callzilla's Corporate Values
INTEGRITY: Our team characterized honesty, consistency, hard work, and fulfillment of our objectives. Execution is key. We treat our employees and our customers as we would like to be treated.
EXCELLENCE: We perform with high quality, pride and dedication with focus on achievement of results, customer satisfaction, and customer experience.
LEADERSHIP: We promote the personal and professional growth of our employees. We encourage our team members to participate, learn, and propose ways to help our company grow and our clients prosper.
PASSION: We deliver the best of ourselves, showing our sense of ownership and belonging and our commitment to the organization and its objectives.
EXECUTION: Completing tasks in a timely fashion and to their fullest level of completion and quality.
Callzilla's Quality Policies
We are highly committed to innovation and continuous improvement in our Quality Management System. We encourage the participation of our team, and the development of their skills to improve customer satisfaction, Employee Satisfaction, and Client satisfaction.
Callzilla's Quality Objectives
1. Continuous improvement within our Quality Management System
2. Exceed expected performance (Quality, Satisfaction, Performance)
3. Enhance the knowledge and skills of our employees
4. Improve customer satisfaction, Employee experience, and Client experience
Have an RFP or need a quote?
We'd love the hear from you. Use the button below or give us a call at 855-CLL-ZLLA (9am-5pm Eastern).