Inside the Quality-First Contact Center

How Does Contact Center Outsourcing Help a Business?

Contact center outsourcing allows business to focus on their core competencies and effectively manage human resource and IT cost centers to enable enhanced and sustainable business growth.Businesses aren’t experts at everything. Its natural for businesses to have competencies and value propositions. 

Topics: Contact Center Outsourcing

4 Ways Call Center Outsourcing will help your company deliver superior customer service

Should my company have its own call center or should it outsource it? When setting up a call center, companies face numerous challenges like rising costs for wages, costs related to recruiting, training, coaching, and all the processes related to retaining talent. Companies also face increasing complexity in offering high quality service in an omni-channel environment demanded by customers. There is no customer service easy button, yet customer service call center outsourcing positions a company to be successful in managing its costs and in improving customer experience.

Topics: Call center outsourcing

Social Awareness

A lot of people in our field are repeating the same social media content. That's OK. The problem is the people who aren't.

Topics: Social Media Customer Service

Building a High-Performance Call Center Culture

We had the opportunity to host this week's ICMI chat on Twitter, which worked out perfectly with Customer Service Week. This week's well-attended session was on Creating High Performance Culture. 

Topics: Culture and Morale

Contact Center Agent Culture and Morale: #ICMIchat Recap

This week's weekly #ICMIchat twitter chat centered on how to build a high performance contact center agent culture and agent morale. It was a well attended chat, and as a nearshore outsourced call center, my interest in the topic lies around, "How do we define a high performance culture?" Or, more simply, "How do we define culture?"

Topics: Call Center Agents

Splish Splash: ISO Quality Framework Guides Our Growth

Amid our growth this spring, one of the things I've most enjoyed is an opportunity I had to fill in for my general manager recently. Here's why.

Topics: About Callzilla

Benefits Of Investing In Call Center Services

Times are hard and companies strive to cut down their expenses to be able to maximize their profits and maintain a sustainable business over the years. However, this doesn’t mean that marketing investments should be disregarded as well. With the right marketing efforts, small, medium and even large-scale businesses will bring in new clients, keep customers faithful and increase profits. For instance, in the case of call center services, good customer service will be consistently provided thus maintaining a company’s favorable reputation. And you know what comes next to a positive business brand --- more customers and more revenues! So if you are still in doubt whether you should or should not invest on telemarketing services for your business, maybe this interesting article we found online will help you make the right decision.

Factors That Impact Pricing for Contact Center Outsourcing

If you’re developing a shortlist of contact center outsourcing providers, you’ll want to see how their prices stack up. It’s easy to quickly choose the cheapest outsourcing option to save some money, but there are a lot of factors that go into determining the price for contact center outsourcing and it’s important to understand the intricacies before signing on the dotted line.    

Topics: Call Center Insights Customer Service Insights

The Do’s and Don’ts of Hiring a Customer Service Outsourcing Provider

If your business has never relied on customer service outsourcing, you might be wondering what to look for when evaluating different providers. Knowing what separates an outstanding contact center from the others may not always be clear during your initial search. Moreover, it’s easy to fall into the trap of selecting the first outsourcing provider on your radar because analyzing many options can be overwhelming, especially when you have other core work responsibilities.

Topics: Call Center Insights Customer Service Insights

3 Factors that Determine A+ Customer Service Outsourcing

In the nearshore contact center world, customer service reigns supreme. Management and stakeholders don’t stumble into successful customer service outsourcing partner relationships by accident. It comes from focusing on certain factors and initiatives that influence the overall quality of customer service demonstrated within the contact center.

Topics: Call Center Insights Customer Service Insights