Inside the Quality-First Contact Center

Contact Center Excellence: Callzilla Renews ISO 9001 Certification

Callzilla recently renewed our ISO 9001 certification. We were also upgraded to level 9001:2015; the most current version. With this upgrade, we have once again qualified ourselves as an organization that meets the needs of customers and stakeholders while meeting statutory and regulatory requirements.

Topics: About Callzilla Industry News

Customer Contact Week 2018 Key Insights

We had the privilege of attending the 19th annual Customer Contact Week in Las Vegas. This gathering is one of the largest customer contact events in the US – and always offers us a wealth of industry insights. Here are some of the key takeaways from our time at the conference:

Tips for Training Outsourced Agents

"Training agents is mission critical in the customer service industry, whether your agents are in-house, offshore, onshore, nearshore, or outsourced."

Our recent article, posted on ICMI.com, features four important tips worth considering during the contact center agent training process. 

Topics: Call Center Agents Call Center Insights

Why Live Chat is the Channel That’s Changing the Customer Care Game

Callzilla recently implemented live chat customer service capabilities for a client. This client, a subscription-based live television streaming service, initially only offered email as a means of customer service. Reflecting the bad old days of email customer care, response times ranged between 3 to 5 business days and time-to-resolution untold, their customer satisfaction rate was very low and had it been measured, customer effort, very high. In partnering with Callzilla, they implemented new channels—phone and most recently, live chat, for a multi-channel customer service approach. What we’ve found is that many of their customers experience a whole host of problems but this company was unaware because they utilized the wrong channels. This approach worked for this client, but why? Can it work for all businesses?

Topics: Call Center Technology Customer Service Insights

Callzilla Receives Bronze Award from the Colombian Association of Contact Centers and BPO’s

Callzilla recently attended, for the first time, the 8th annual National Excellence Awards. These awards are delivered to companies in the customer services industry, from all sectors of the economy. The event recognizes excellence in interactions with customers, and implementation of projects that contribute to the success of the company, provide a better service, and promote company-client relationships.

Topics: About Callzilla Industry News

Sylvia Caballero Service Award

Callzilla recently celebrated the memory of Sylvia Caballero, our beloved Client Services Manager who passed away tragically one year ago, on April 16th, 2017. To commemorate Sylvia's hard work and long term commitment to Callzilla, we created the Sylvia Caballero Service Award to be given annually to an employee that demonstrates adherence to our company mission and vision of support of clients and commitment to experience.

Topics: Culture and Morale About Callzilla

6 Things to Consider When Choosing a Nearshore Call Center Location

You’ve decided to consider locations for your nearshore contact center, but where do you start your research? Reasons for outsourcing customer care may seem obvious, but companies that rely on outsourced help for inbound and outbound call center services must look deeper than just cost-benefits. We’ve put together 6 questions you’ll want to research to find the perfect location.

Topics: Call Center Insights Hispanic Call Center Customers

4 Omnichannel Metrics to Add to Your Dashboard

For those looking to get a handle on how their customer experience is being qualified, we need to get rid of the kitchen sink mentality-don't throw in every metric. What matters is that your customers are happy, regardless of what contact channel they've chosen to use. Below are four metrics to add to our dashboards to measure against that goal.

Topics: Omni-Channel Customer Service Call Center Insights

Four Tips for Overcoming Common Back Office Challenges

The front office and back office in the contact center world are a lot like the concept of yin and yang. Described as seemingly opposite or contrary forces, they may be complementary, interconnected, interdependent, and give rise to each other as they relate to one another.

Topics: Call Center Insights

Callzilla on the Move | Customer Experience Events | Callzilla ©

Callzilla is always on the move…

Topics: Event Recaps