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Inside the Quality-First Contact Center

Neal Topf

President of Callzilla, an outsourced contact center with over a dozen industry awards for top quality and performance. Callzilla provides customer care and customer acquisition services via phone, email, live chat, automation, social media, and other channels.

Recent Posts by Neal Topf:

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


Topics: About Callzilla

4 Things Your Call Center Outsourcing Should Do

A call center and contact center should communicate with customers pre-transaction, during transaction, and post-transaction, to answer questions and resolve problems. Call Center outsourcing services should alleviate headaches, remove operational and financial constraints serving customers, and most importantly should offer customers resolution and satisfaction in the shortest amount of time after the lowest possible amount of effort.

Topics: Call center outsourcing

Location Is Everything in Call Center Outsourcing

Top Call Center Outsourcing Companies understand that the location of their sites is critical. The ability to attract and hire experienced talent for front line as well as lower, mid and senior management positions dictate a contact center’s ability to operate and scale successfully.

Topics: Call Center Insights Call center outsourcing

The Do’s and Don’ts of Hiring a Customer Service Outsourcing Provider

If your business has never relied on customer service outsourcing, you might be wondering what to look for when evaluating different providers. Knowing what separates an outstanding contact center from the others may not always be clear during your initial search. Moreover, it’s easy to fall into the trap of selecting the first outsourcing provider on your radar because analyzing many options can be overwhelming, especially when you have other core work responsibilities.

Topics: Call Center Insights Customer Service Insights

3 Factors that Determine A+ Customer Service Outsourcing

In the nearshore contact center world, customer service reigns supreme. Management and stakeholders don’t stumble into successful customer service outsourcing partner relationships by accident. It comes from focusing on certain factors and initiatives that influence the overall quality of customer service demonstrated within the contact center.

Topics: Call Center Insights Customer Service Insights

Sylvia Caballero Service Award

Callzilla recently celebrated the memory of Sylvia Caballero, our beloved Client Services Manager who passed away tragically one year ago, on April 16th, 2017. To commemorate Sylvia's hard work and long term commitment to Callzilla, we created the Sylvia Caballero Service Award to be given annually to an employee that demonstrates adherence to our company mission and vision of support of clients and commitment to experience.

Topics: Culture and Morale About Callzilla

6 Things to Consider When Choosing a Nearshore Call Center Location

You’ve decided to consider locations for your nearshore contact center, but where do you start your research? Reasons for outsourcing customer care may seem obvious, but companies that rely on outsourced help for inbound and outbound call center services must look deeper than just cost-benefits. We’ve put together 6 questions you’ll want to research to find the perfect location.

Topics: Call Center Insights Hispanic Call Center Customers

Dedicated to Sylvia Caballero: 2017 Contact Center World Awards Win

Manager Sylvia Caballero was instrumental in the teamwork that enabled Callzilla to reach a milestone in May 2017. She passed away April 7, 2017.

Topics: About Callzilla

The Champion Challenger Model & Framework

Reflections on going head to head with a client's incumbent contact center services provider.


Topics: Call Center Metrics

Who's Who: Quality Assurance & Training Manager Liliana Ramirez

Our QA & Training manager has to be strict about performance, but she does it with encouragement.
Topics: Call Center Agents