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Inside the Quality-First Contact Center

Callzilla's New State of the Art Spanish Contact Center Site


Topics: About Callzilla

Call Center Offshoring: Is call center offshoring the best option?

Determining whether or not trusting an offshore call center is the best option for your business depends on what your company prioritizes. Offshoring your call center operations has a great number of advantages, but it can also have some challenges.

Topics: Offshore Call Centers


17th annual awards will be presented on March 3 in Las Vegas.

MIRAMAR, FLORIDA – January 25, 2023 – Callzilla was named a Finalist today in the Contact Center or Customer service Outsourcing Provider of the year category in the 17th annual Stevie® Awards for Sales & Customer Service, and will ultimately be a Gold, Silver, or Bronze Stevie Award winner in the program.

The awards are presented by the Stevie Awards, which organizes several of the world’s leading business awards shows including the prestigious American Business Awards® and International Business Awards®. 

Benefits of offshoring: Why utilizing an offshore call center can be an advantage

Offshoring is the practice of moving a portion of a company's business process to a country overseas in order to take advantage of the lower costs. There are many benefits to this practice, with the reduction in cost being the main draw. Outsourcing allows companies to optimize their resources, expand their customer base and grow their business faster than if they were to tackle every aspect on their own. Offshore outsourcing creates a space for all of this to happen without the need for a large budget.

Topics: Offshore Call Centers

Outsourcing Contract Guide: The Different Types and Best Practices

Outsourcing services can be a cost effective way of meeting the needs of business operations without an internal source. Outsourcing a service is when a company hires a third-part to perform specific tasks outside of the regular company operations. A dedicated team will perform tasks for the hiring business without the need for a full training and hiring regimine to be completed by the hiring company. Outsourcing is a great way to lower costs, but a comprehensive outsourcing agreement and contract is a necessity for a quality outsourcing relationship. 

Topics: Call center outsourcing

#WeLikeYourStories: Rodrigo Peñaloza

At Callzilla, we like your dreams, talents, passions... and stories!

Meet Rodrigo Peñaloza, a Callzilla Quality Assurance Analyst who has a passion for fashion. In this interview, he talks about how Callzilla helped him achieve his dream of starting his own clothing line both financially and emotionally. We are so proud of Rodrigo and can't wait to watch his success grow! 

Topics: Success Stories Customer Service Automation Call Center Technology Customer Service Insights

Nearshore Call Center and Conversational AI: How to Improve the Customer Experience

The customer experience and its improvement should always be in the forefront for every customer centric business. Outsourcing to a nearshore call center that utilizes conversational Automated Intelligence is a great way to improve customer service and the customer experience. Nearshore call center outsourcing involves the hiring of a third party vendor to overtake the call center and customer contact needs a business has. Nearshore outsourcing refers to the location of the call center, which would be outside the bounds of the United States, but still within close proximity. 

Topics: Nearshore Call Center

Offshore Call Centers: The Pros and Cons

Offshore call centers are a great cost effective solution for call center needs. Call centers allow customers to receive quick and in depth answers to their questions regarding a business's products and services. Call center agencies provide companies with the opportunity to outsource their call center services to established call center agencies. This allows businesses to focus more on continuing to develop and refine their business instead of the development and maintenance of an internal call center.

Topics: Offshore Call Centers

15 Customer Behavior Models and Examples of Implementation

Having a proper understanding of consumers and customer behavior is key to curating a successful business.Customer behaviormodeling utilizes previously obtained data to create customer cohorts, or segments. Creating these groupings allows for the prediction of reactions and actions of each cohort given a scenario based on their similarities and common prior behaviors. It is important to know the various behavior models and how to properly implement them.

Topics: Customer Service Insights

Guide to Customer Behavior Analysis: The First Steps

Knowing your customer and their behaviors is imperative to formulating effective marketing campaigns and business strategies. Understanding your customer means you have a clear picture about your customers behavior, needs, pain points, demographics, wants, and expectations. When a business understands their behaviors and experiences, they can really drive their business forward and create the opportunity for better curated products, services, and business plans. Analyzing customers that are interacting with your brand already will provide insight into your current customer base and allow for the potential to expand that current base.