Award-winning call center services from Callzilla
A great call center experience makes your brand look great; a poor call center experience can cause disaster. The Callzilla teams are experts at handling calls involving customer service, customer retention, technical support, help desk services, account management, billing support, product returns, and surveys. Depending on clients' overall needs, we can also offer outbound telesales, surveys and more.
Dedicated Support Agents, Shared Support Agents, or a Blend of Each
Since every business has unique customer support needs, Callzilla allows you to choose from dedicated agents, shared agents, or a hybrid of the two. Agents can be English-only, Spanish-only, or bilingual. Data center and co-location facilities are located stateside in the Miami, Florida area, near our corporate offices. In order to provide customers with onshore level support at a nearshore pricing model, our contact center operates 24x7x365 in Bogota, Colombia.
We Measure Our Contact Center Success Based on Your Customers' Actual Experience
Instead of aiming for a cost-per-call number, Callzilla tends to focus on resolution-per-contact, cost-per-resolved contact, and cost-per-satisfied contact model of success. This method and focus puts a premium on the customer's actual experience instead of minutes and seconds.
When our nearshore team answers inbound calls, our goal is to provide a great customer experience, resolve issues on the first try, and ensure the caller feels satisfied. Instead of reading from a script, Callzilla agents actively listen, relate, and adapt. We train and coach for empathy to help retain your customers.
Compare Our Services to Onshore Support While Maintaining a Nearshore Support Price
Callzilla surpasses other onshore, nearshore and offshore providers on Customer Satisfaction (CSat) and First Call Resolution. Why? One reason is that every representative and supervisor here has incentives and support to achieve specific Customer Satisfaction and First Call Resolution scores. Our front-line representatives and supervisors win recognition when they achieve this level of support service satisfaction.
While most other customer service outsourcing providers churn through agents, we are the opposite. Those on the front lines interacting with your end customers are mature, skilled and motivated. We use a 9-step hiring process, 3 week initial immersion, client-specific training, and 1:1 coaching program to ensure consistently exceptional interactions while we support your customers.
Call Center Outsourcing Service Examples
Nearshore Callzilla goes head-to-head vs. offshore direct response call center
An auto reseller's contact center was underperforming. Within two months of being hired, Callzilla outperformed its predecessor across the board.
A software firm was working with another call center, but conversions and order value lagged the market. In 6 months, Callzilla outperformed the other center and replaced them.
A U.S. wireless carrier had been outsourcing to call centers in the Philippines, India, Palestine, and Ohio. In 7 months, Callzilla outperformed all on first contact resolution.
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