Inside the Quality-First Contact Center

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.

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.

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.

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.

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.

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.

For those who have considered a contact center for outsourcing their business’ customer service, there is always hesitancy, especially regarding the quality of the calls, and how their customers would be serviced. After all, turning over a crucial piece of business functionality can have an effect on your customer satisfaction, and be the deciding factor in whether or not customers continue utilize your products and services.

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

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

Our QA & Training manager has to be strict about performance, but she does it with encouragement.