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Inside the Quality-First Contact Center

CALLZILLA HONORED AS BRONZE STEVIE® AWARD WINNER IN 2022 AMERICAN BUSINESS AWARDS®

 

Stevie winners will be presented their awards on June 11 in New York

MIRAMAR, FL – April 28, 2022 – Callzilla was named the winner of a Bronze Stevie® Award in the Customer Service Team of the Year category in The 20th Annual American Business Awards® today.

 The American Business Awards are the U.S.A.’s premier business awards program. All organizations operating in the U.S.A. are eligible to submit nominations – public and private, for-profit and non-profit, large and small. 

Nicknamed the Stevies for the Greek word meaning “crowned,” the awards will be presented to winners at a gala ceremony at the Marriott Marquis Hotel in New York on Monday, June 13. Tickets are now on sale.

 More than 3,700 nominations from organizations of all sizes and in virtually every industry were submitted this year for consideration in a wide range of categories, including Startup of the Year, Executive of the Year, Best New Product or Service of the Year, Marketing Campaign of the Year, Thought Leader of the Year, and App of the Year, among others. Callzilla was nominated in the Customer Service Team of the Year category for the Customer Service Awards.

 Callzilla’s award this year was based on their work in a shift from customer service to customer “experience”. Their new and improved customer experienced focused contact center uses speech analytics to monitor all customer interactions, flag certain experiences, and use that insight to improve or maintain them.

Customer Experience Highlights (Comparing 2020 to 2021)

  • 194% increase in the years’ average empathy scores.
  • The percentage of empathy scores over 91 increased by 21.
  • 37% decrease in negative customer experiences for a client.
  • 13% decrease in the percentage of hold time across all programs.
  • 26% decrease in the percentage of “dead air” on phone calls.
  • 90% increase in the percentage of script adherence.

Callzilla would like to thank the judges for offering their time to this process. Here are a few of their comments:

 “Callzilla did an amazing job. I love how they achieved a 194% increase in the years’ average empathy scores and how the percentage of empathy scores over 91 increased by 21.”

 “A nice write-up with some good results with good focus on employees.”

 “Great entry in terms of outlining specific initiatives and metrics.”

More than 230 professionals worldwide participated in the judging process to select this year’s Stevie Award winners.

 “We are so pleased that we will be able to stage our first ABA awards banquet since 2019 and to celebrate, in person, the achievements of such a diverse group of organizations and individuals,” said Maggie Miller, president of the Stevie Awards.

 Details about The American Business Awards and the list of 2022 Stevie winners are available at www.StevieAwards.com/ABA.

 About Callzilla

Miami-based Callzilla is a full-service outsourced contact center and BPO serving US and European enterprises. Clients hire us to handle their inbound customer communications, to manage back-office processes, and/or to conduct outreach. With 2 contact centers and an at-home workforce, they support clients of all sizes.

 Callzilla is an award-winning mid-size BPO company offering clients the best of both worlds; small enough to be nimble and react quickly to your business needs, while large enough to provide the scale needed to support your business. Our clients get a different type of management focus when they partner with Callzilla. In addition to having a strong mid-level management team, Senior Leadership stays closely engaged with your business from contract signing throughout the duration of the relationship.

https://www.callzilla.net/about

About the Stevie Awards
Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Women in Business, the Stevie Awards for Great Employers, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at http://www.StevieAwards.com.

Sponsors of The 2022 American Business Awards include HCL America, John Hancock Financial Services, Melissa Sones Consulting, and SoftPro.

 

 

Topics: Industry News