Speech analytics gives businesses the ability analyze customer interactions and improve their overall customer experience. Using a combination of advanced speech recognition and natural language processing technologies, it it transcribes and analyzes customer calls, providing businesses with valuable insights into customer sentiment, behavior, and preferences.

Did you know that Natural Language Processing (NLP) is a feature of computer science and AI? It's all about getting computers to understand human languages, which can be pretty complex and tricky. NLP breaks down language into parts like words, phrases, and sentences, and analyzes how they all fit together. It also takes into account things like the context and cultural factors that can influence how people speak.

The customer experience and its improvement should always be in the forefront for every customer centric business. Outsourcing to a nearshore call center that utilizes conversational Automated Intelligence is a great way to improve customer service and the customer experience. Nearshore call center outsourcing involves the hiring of a third party vendor to overtake the call center and customer contact needs a business has. Nearshore outsourcing refers to the location of the call center, which would be outside the bounds of the United States, but still within close proximity. 

There are plenty of advantages to outsourcing with a nearshore provider, and we cover a lot of them in our Nearshore Outsourcing Guide. Once you’ve made the decision to go with a nearshore partner, the next step is to find the partner that’s right for you. Here, we’ll discuss how to find a nearshore partner that fits your company culture, and how to maintain that alignment throughout your partnership.

Finding the best nearshore outsourcing partner might seem like a tall task when the market is so vast. It’s not as easy as just googling the term and choosing the first option on the list. Nobody trains you on what to look for, or what might suit your company the most. But here at Callzilla, we’ve got your back! We’ve compiled a list of tips you should take into account when choosing a nearshore partner.

Outsourcing might be a difficult choice when you have never left your operation in someone else’s hands. We know this may seem like a risk, so here at Callzilla we have compiled a list with 30 ways your business can benefit from a nearshore outsourcing company like us.

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.

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.

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.

Maintaining high quality takes investment no matter where a contact center operates. Callzilla's main facility is a nearshore contact center in Bogota, Colombia.