Inside the Quality-First Contact Center

Callzilla’s Approach to Client Success

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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

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Although there is a lot that goes on behind the scenes, Monica, our Client Success Director, says that her main goal is to “Make clients feel comfortable and confident when working with Callzilla.” The front lines of any business are extremely important, whether it be customer service or sales. There is a lot that goes into maintaining these departments from hiring quality talent, training staff, monitoring quality, and evaluating performance. Monica and her team take the stress off of their clients, managing the ins and outs of all things “Contact Center”, and leaving clients with more time and energy to focus on other aspects of their business.

Client Success is not just about the client facing relationships, our team also coordinates with internal departments to ensure each program receives well-rounded support with just one point of contact. Monica says that consistent communication on both sides is their key to success.

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Sitting down with this team, you can really feel the energy. They love what they do, and are happy to have the opportunity to support such prestigious brands and work alongside remarkable industry leaders. Rodrigo, our Client Success Coordinator, was promoted from a Supervisor role with one of our Consumer Advocacy programs. He found his passion for Client Success while working on the front lines, and gaining interest in the processes that make a company thrive as a whole. Starting from the ground up, Rodrigo has unique insight that helps our team close the gaps between client expectations and our team’s execution.

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Callzilla takes a boutique approach to Client Success, viewing each new client through a different lens. The implementation process starts as a blank slate as our team listens to your needs and expectations, and then uses their expertise devise a plan to get there. Each company is unique, and needs different things out of an outsourcing partner so we don’t have a “one size fits all” approach. We are a solutions provider that first analyzes your needs and then builds a strategy around that.

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Leaving room for a customized experience, the Client Success Team follows 10 simple commandments to ensure quality service at every level. Monica says, “Communication must always be complete, clear, and consistent”. This is one of the most important roles our Client Success team fulfills, as this communication with our clients and internal team members ensures that we’re always on the same page. Hector says he focuses on “Adding Value” with everything he does, and also cultivating close relationships with his clients.

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It’s important to maintain boundaries of respect and keep things professional with our clients, but it’s also helpful to get to know them on a personal level. We’re a family at Callzilla, and our clients are part of that. Looking past the business metrics and into the “how” and “why” behind a company or product is how our Client Success Team can fully understand the vision and work not only as a vendor, but as a partner and advisor.

The department’s goals for 2021 revolve around customer and client satisfaction. Our satisfaction measurements are not just based on numbers, but also on perception. The Client Success Team evaluates client satisfaction on a monthly basis with what they call “Health Checks”.

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These monthly check-ins are done internally, evaluating a combination of performance metrics, client concerns and compliments, and general perception for each program. The idea is to calibrate our targets each month, and make sure we’re measuring ourselves in a way that aligns with our client’s expectations. It’s also an opportunity to share general feedback with all departments on a consistent basis. When you’re tracking numbers from day to day, it’s important to pull back and look at the big picture occasionally. As Hector says, “The best way to reach a target is to know where you are at all times.”

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Topics: About Callzilla