Inside the Quality-First Contact Center

Lead Acquisition: What is Lead Generation Strategy and How to Create It?

Nowadays the process of selling a product goes way beyond just offering the product; it starts with interesting your potential clients with whatever you’re offering, getting to know them, identify their needs, and do as much as possible for them to fall in love with the product and end up buying it. But how exactly do we go from the annoying phone survey on a Saturday morning to a customer willing to invest in your company? This is where lead generation and lead acquisition come into play. On this new post we want to give you an idea of what this strategy is and how to implement it effectively in your company.

Outsourced IT Service: When Technical Support is the Key

When looking for an option to manage your IT services without raising operating costs, outsourced IT support is the way to go. It provides your company with the necessary infrastructure and personnel to manage your business day to day operations, from cloud management to cybersecurity and cyberattack prevention. Here at Callzilla we want you to know all about outsourcing IT support services and how it is essential to have a company running smoothly.

Topics: Call center outsourcing

Outbound and Inbound Call Center Services: What's the Difference?

When people think about outsourced call centers they think about a bunch of people answering questions via a phone call; truth is all contact centers receive calls and some are in charge of calling customers back. This is part of what an inbound and outbound call center is. Here are the main differences between these two types of contact center and what determines your own contact center from being one or the other.

Topics: Customer Service Insights

Benefits of a Nearshore Contact Center in a Work-From-Home Environment

In our Nearshore Outsourcing Guide, we cover the many benefits to partnering with a nearshore contact center. One of the main benefits as compared to offshore options is the location, which makes it easy to travel and visit your vendor when needed. But what does this look like in a time of minimal travel and a new work-from-home culture?

Topics: Nearshore outsourcing

Artificial Intelligence: What Is It, and How Exactly Is It Used in Your Contact Center Tools?

This is the year of automation, and with that everyone is talking about Artificial Intelligence (AI). But what does that mean?

Topics: Customer Service Automation

Aligning Your Company's Culture With your Nearshore Call Center

There are plenty of advantages to outsourcing with a nearshore provider, and we cover a lot of them in our Nearshore Outsourcing Guide. Once you’ve made the decision to go with a nearshore partner, the next step is to find the partner that’s right for you. Here, we’ll discuss how to find a nearshore partner that fits your company culture, and how to maintain that alignment throughout your partnership.

Topics: Nearshore Call Center

5 Ways to Utilize SMS Services to Improve Your Customer Experience

As the channels that our customers use to communicate with us change, we need to adapt our communication methods. Phone calls and email support will continue to exist, but in the spirit of improving the customer’s experience overall, we can do better. SMS, or text messaging services, are becoming a popular way to meet our customers where they are… their phones! Here are a few ways to implement the SMS channel in your business, in a way that’s both efficient for the customer and cost effective for your business:

Topics: Customer Service Insights

Nearshore Partner: 20 Tips to Choosing Yours

Finding the best nearshore outsourcing partner might seem like a tall task when the market is so vast. It’s not as easy as just googling the term and choosing the first option on the list. Nobody trains you on what to look for, or what might suit your company the most. But here at Callzilla, we’ve got your back! We’ve compiled a list of tips you should take into account when choosing a nearshore partner.

Topics: Nearshore Call Center

Service Automation: What it is and Some Examples

Today, the world revolves around technology, and the customer support industry is no exception to the rule. Just a couple of decades ago the only way to reach out to a company was by sending a letter, then telephone support came, and nowadays even that is starting to become out-of-date. The truth is that automated systems have taken over several services that call centers offer. Follow along and find out what customer service automation in the contact center industry is all about, and some examples of how it is already being implemented in our practices at Callzilla.

Topics: Customer Service Automation

Outsourced Customer Service Cost: How to Calculate It?

When choosing to outsource part of your operations, the factor that worries companies the most is the investment. You want to offer a top tier service for your customers, but you also don’t want it to take a toll on your business’ finances. With this in mind, we have created this short guide with the best advice to begin calculating potential call center outsourcing costs.

Topics: Call center outsourcing