In 2016, Callzilla landed additional brand-name clients, won awards from Customer Magazine and the International Customer Management Institute, added a seasoned Executive Vice President of Sales, and rolled out publications for contact center outsourcing decision makers.
Client roster grows
In the second half of the year, Callzilla signed a well-known clothing retailer and brand-name entertainment group. It also expanded customer care services for a large cosmetic line to include live chat and other aspects of the digital customer experience. With another client, Callzilla took over some work from an in-house customer service team. And, in a company first, Callzilla started providing contact center services to another contact center.
Recognition from ISO, ICMI and TMCnet
This is the second year in a row that Callzilla took home a silver award from TMC's Customer Magazine, which recognizes "companies that have delivered a consistent, unparalleled commitment to quality, excellence and the highest ethical standards." Each winning company presented case study evidence to support their commitment to quality.
Also during 2016, the International Customer Management Institute ranked Callzilla among the top five companies in two categories: Top Contact Center Outsoucing Providers and Best Contact Center Agents.
And recognition has come in other forms. This past spring, Callzilla earned ISO 9001:2008 certification for contact center quality assurance program.
Seasoned executive joins leadership team
In November, Callzilla brought Ryan Romero on board as the company's EVP of Sales. Romero has nearly 20 years of experience with contact centers, both in-house and on the client side. Most recently, he was chief executive officer of another customer support service company.
"There are two things about Callzilla that stand out," said Romero. "The team is incredible - there is no shortage of talent here. And the technology is top notch, which positions us to continue to lead on quality assurance."
Earlier, Romero helped build two successful midmarket custom support companies. He has worked for Granada, Teleperformance, Fusion Contact Centers and O'Currance Teleservices. Teams working under him have won more than a dozen industry awards recognizing best-in-class performance, customer experience success and technology innovation.
Adding Ryan to our team is in line with hiring top talent and offering brands the optimal combination of high quality customer care and customer experienced-focus contact center solutions, across all communications channels in both English and Spanish. More and more US companies are transitioning their customer service operations away from the Philippines to the nearshore model. Callzilla is positioned to support companies with that shift, and Ryan's experience leading high touch point customer care operations is a critical plus to the business.
Resources for contact center executives
In 2016 Callzilla released an executive summary to assist enterprise executives with evaluating outsourced call centers. The download provides metrics to use when putting Callzilla side by side with other outsourced customer service companies. And we now offer a once-a-month overview of news and advice to subscribers. To subscribe, please enter your email on this page.
Did you know?
Callzilla offers customer service, customer retention, technical support, help desk, account management, billing support, product returns, and surveys. We also offer outbound telesales, telemarketing, surveys and more!
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