Inside the Quality-First Contact Center

Callzilla won the Silver Stevie® Award in American Business Awards®

Stevie winners will be celebrated during virtual awards ceremony on June 30

Miramar, Florida – April 29, 2021 – Callzilla was named the winner of a Silver Stevie® Award in the Customer Service Team of the Year category in The 19th 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.

Callzilla Launches New E-Learning Platform

Callzilla views training as a continuous task essential to a program’s success, which requires a solid foundation. We designed a new training platform that’s for more than just preparation. We created a space with the big picture in mind, where employees can receive their new hire training, organize their continuous learning, and also design and implement a career path with Callzilla.

Callzilla’s Customer Experience Vision Statement

Callzilla has been undergoing some fundamental changes in a project that we refer to as “Callzilla 2.1”. As the customer service industry evolves, it’s also necessary for it’s providers to adapt with the times. We’re moving toward more automation, story telling in media, and more meaningful business practices. As part of this growth, Callzilla’s Operations Team, lead by Ramiro Peñaloza, was tasked with creating our Customer Experience Vision Statement.

Nearshore Outsourcing: What Sets Bogotá Apart from Other Locations

Now that the industry is seeing a stronger preference from clients for Nearshore location solutions it is important to understand why, and what is next. While the rate of outsourcing to offshore locations such as the Philippines has slightly slowed, nearshore outsourcing has been growing at a tremendous rate.

Call Center Culture in Your Nearshore Locations

There are various reasons why a company would decide to outsource their call center, as the cost of office space, training, and workforce can add up.

This article from Customer Think details the costs you can expect with opening an in-house center, and the majority are related to employee expenses (hiring, benefits, productivity management, etc). With all of that investment, it can be disheartening to find that the attrition rate of onshore call centers is upwards of 30%. This burden alone pushes companies to outsource their service business, but why don’t you see that same problem repeated with your outsource partner? An advantage to outsourcing is the established call center culture that you’ll find in nearshore locations.

Topics: Nearshore Call Center

Top 5 myths about Nearshore Call Centers

Outsourcing to a nearshore location is becoming more popular, especially in
the past year. However, some businesses are still skeptical of the unfamiliar
territory. We’re here to put you at ease, dispelling 5 common myths about
nearshore call centers.

Topics: Nearshore Call Center

Callzilla wins bronze Stevie® Award in 2021 Stevie Awards for Sales& Customer Service

FAIRFAX, VIRGINIA – February 1, 2021 – Callzilla was presented with a Bronze Stevie® Award in the Contact Center or Customer Service Outsourcing Provider of the Year category in the 15th annual Stevie Awards for Sales & Customer Service last night.

Expanding Our Leadership Team, Welcome Andrea Osorio as Callzilla’s Senior HR Manager

We are happy to welcome another strong leader into our Callzilla family! Andrea, our Senior Human Relations Manager, has a Bachelor degree in Psychology and a Postgraduate Diploma in Human Resources Management from the Univeresity of Konrad Lorenz. She also holds a Master’s Degree in Business Management from the University of Canterbury of New Zealand. She comes to us with experience and certifications in many relevant fields, such as Coaching, Talent and Succession Strategies, SGSST (an occupational health and safety management system), and Labor and Social Security laws, among others.

Topics: About Callzilla

Nearshore Contact Center: Lowering Costs Closer to Home

Cost and quality go hand in hand when deciding whether or not to outsource a piece of your business. In our Complete Call Center Outsourcing Guide, we discuss outsourcing in general, and the different types of outsourcing: Onshore, Offshore, and nearshore. There are pros and cons to each option, but this article is for businesses that are looking for the best balance between quality and cost. To that effect, we’re going to dig in deeper into the benefits of nearshore call center services.

Topics: Nearshore Call Center Call center outsourcing

Working from Home with Vanessa Trujillo

Reflecting on 2020, no one expected this past year would change so many things in our lives! That’s what we first agreed on when I sat down to talk with Vanessa Trujillo about her experience as an agent during these trying times.