Inside the Quality-First Contact Center

Working from Home with Vanessa Trujillo

Reflecting on 2020, no one expected this past year would change so many things in our lives! That’s what we first agreed on when I sat down to talk with Vanessa Trujillo about her experience as an agent during these trying times.

Rewarding Top Notch Service to our Customers and Clients, The Sylvia Caballero Award 2020

The Sylvia Caballero Award was created in honor of our late Client Success Manager. Sylvia was with Callzilla for many years, helping to grow our business from an up and coming vendor, to the well-rounded business partner and service provider that we are today.

Callzilla’s Approach to Client Success

For Callzilla, Client Success is at the heart of our business. Our company culture revolves around the satisfaction of our customers and the success of our client partnerships. I had the opportunity to sit down with our Client Success Team and talk about their role in our growing business.

What you’ll find in this article:

  • What is Client Success?
  • Our Approach to Client Success
  • The 10 Commandments
  • Goals for 2021
Topics: About Callzilla

4 Things Your Call Center Outsourcing Should Do

A call center and contact center should communicate with customers pre-transaction, during transaction, and post-transaction, to answer questions and resolve problems. Call Center outsourcing services should alleviate headaches, remove operational and financial constraints serving customers, and most importantly should offer customers resolution and satisfaction in the shortest amount of time after the lowest possible amount of effort.

Topics: Call center outsourcing

Callzilla’s Monthly Team Member Spotlight: Meet Rodrigo Sequeda!

Continuing with a closer look of our talented and hard-working staff, it is our great pleasure to introduce to you our new Client Success Coordinator, Rodrigo Sequeda.

Topics: Call Center Agents

Welcoming Ramiro Peñaloza as Callzilla’s Senior Director of Operations

Callzilla is proud to welcome a new member to our family! We’re very happy to have Ramiro Penaloza as our new Senior Director of Operations. Ramiro is a family man that comes to us with years of experience in managing multicultural teams. His client-focused approach to operations management will ensure our performance efforts continue on track; honing in on small details while always keeping the bigger picture in mind.

Callzilla Customer Service Week

With 2020 playing out as it has, it was more important than ever to celebrate our hard working team members during Customer Service week. Customer Service Week is an annual reminder of how vital excellent customer service is to an organization’s success, especially this year with our front line agents facing so many challenges. Here at Callzilla, we’re happy to share how we celebrated our team last week, both on site and virtually.

Topics: Event Recaps

Location Is Everything in Call Center Outsourcing

Top Call Center Outsourcing Companies understand that the location of their sites is critical. The ability to attract and hire experienced talent for front line as well as lower, mid and senior management positions dictate a contact center’s ability to operate and scale successfully.

Topics: Call Center Insights Call center outsourcing

What is the Correct Way to Outsource Customer Service?

Customer Service outsourcing is both an art and a science. Outsourcing customer service does not alleviate all problems and can easily create additional problems if not planned correctly. This post will share what is important to know before working with a call center and contact center outsourcing provider.

Topics: Call center outsourcing

Callzilla’s Monthly Team Member Spotlight: Meet Alex Cubas!

What makes Callzilla special is the people who work here, so we wanted to pull back the curtains and give you a closer look at our hard working, talented staff. We’re starting a new segment in our monthly newsletter, which will be lead by Alex Cubas. Alex is a Trilingual Agent on the Consumer Advocacy team for one of our brands, but he’s also a talented writer! He will be introducing you to his peers and different members of Callzilla’s staff in his interview segments for our newsletter. First, we need to introduce you to our friend, Alex!