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


I write today with a mix of joy, grief, pride, and frustration.

Several weeks ago, I had the terribly sad task of informing clients and team members that a Callzilla manager, Sylvia Caballero, had passed away in her sleep. Her passing was utterly shocking and tragic. She had just celebrated her 6 year anniversary with Callzilla, and we are indebted to her in so many ways.

Then the week before last, I went to International Customer Management Institute’s annual conference. In the evening, at the 2017 Contact Center Awards event, Callzilla won the Best Outsourcing Provider Award.

I accepted on behalf of the entire Callzilla family. My joy was bittersweet. I view the win as a major milestone for our company. We reached it through teamwork, but I couldn’t share the success with Sylvia, who was instrumental in getting to this point.

As leader of our company, I am committed to honoring Sylvia’s legacy. She embodied a “quality-first” mindset and strove for the best always. I am resolved to make sure that we focus on high quality results and continuously improving.

Clients, team, partners, and friends: thank you for your understanding, loyalty and trust as I try to steer Callzilla through novel challenges and opportunities.

Sylvia: this is for you.

About the Author: Neal Topf

Neal Topf, a seasoned contact center expert, is dedicated to transforming customer experiences. With years of industry wisdom, he guides businesses to excellence. His articles provide actionable insights for live answering, tech support, appointment scheduling, and implementing automated services, ensuring unparalleled customer experiences and operational efficiency.