Inside the Quality-First Contact Center

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.

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.

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.

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?

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

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.

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:

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.

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.

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.