Frequently Asked Questions

Read the answers to some of our most frequently asked questions we get from customers.

Take a Brochure ›Contact Sales ›

Why nearshore outsourcing?

Nearshore outsourcing provides many short and long-term benefits. Some of the key advantages include reduced operating costs, access to a pool of well-qualified agents, and increased quality throughout a customer’s whole experience. Learn more about how nearshore can be a major benefit to your business and customers here.

What is quality assurance and why is it important in a call center?

Just one negative experience can tarnish a customer’s perception of your business. Call center quality assurance is a promise to deliver a helpful, pleasant and informative experience to each customer. When choosing a contact center, it’s important to make sure leadership implements and follows through with a Quality Assurance Strategy.  The contact center you choose will be representing your brand, and unsatisfied customers can result in lost revenue.

What drives call center quality?

Many elements go into ensuring the quality of care customers receive from a call center. At Callzilla, we employ a proprietary quality management system that creates actionable insights to improve customer service and experience. This applies to refining messaging, processes, offers, policies, training and more. 

Why Bogotá, Colombia?

Colombia’s rapidly developing capital is ripe with opportunity and business. The growing economy, talented workforce and cost saving potential make it the perfect nearshore call center location. Download our free whitepaper detailing the buzz about Bogotá and why it’s a prime spot for contact centers now and in the future.

What's the difference between inbound and outbound calls?

An inbound call is initiated when a customer calls into the contact center, while outbound is when a call center agent initiates a call to a customer.

What is customer support in BPO?

Business Process Outsourcing (BPO) is a type of outsourcing that focuses on specific parts of your business. Simply stated, it’s outsourcing customer-facing and non-facing support functions to experts, enabling your organization to focus on other key business drivers. Learn how BPO saves your employees valuable time.

What are Callzilla's contact center services?

Callzilla offers a full suite of contact center services including Customer Care & Technical Support, Business Process Outsourcing and Outreach. We also offer inbound call center support services, live channel support, social media monitoring and interaction, email support services, automatic and self-service customer support and pre-recorded voice message distribution.

What are contact center metrics?

Contact center metrics and Key Performance Indicators (KPIs) are how we measure success. These include First Contact Resolution Rates, Service Level and Response Times, Post-Call Surveys and Net Promoter Scores.

What are the benefits of monitored social media?

Most Americans consult online ratings before making a purchase decision. Rapid response is critical on social media and without an outsourced partner, it can be hard to keep up. With monitored social media, sensitive conversations can be moved out of the public eye and into a private channel. Post-chat surveys are also available to provide insights on ways to improve. Click here to learn how Callzilla's social media monitoring can enhance your brand’s reputation.

How can I improve customer service for my e-commerce business?

Offering an omnichannel approach can improve customer experience. Additional tools such as Live Chat, Knowledge Bases and 24/7 Phone Support can all boost the customer/e-commerce business relationship.

What is the difference between a shared and dedicated contact center environment?

If your business receives a lower amount of calls and less technical requests, a shared contact center is the most cost-effective option. This is best for clients who receive about 50 calls per day or who expect surges in call volume because of the holidays or other factors.

Choosing a dedicated environment is more cost effective if your enterprise needs to handle a larger amount of calls on a frequent basis, typically around 500 or more per day. Dedicated agent environments are also recommended when agents will be handling more complex ordering or troubleshooting requests.

How can I outsource my customer service?

Outsourcing your customer service is easy. Start by contacting us and one of our knowledgeable representatives will reach out to help with the rest!

To learn more about how Callzilla could transform your customer experience, contact us today.

Contact Sales ›