Callzilla offers customized and high-quality outsourced Customer Care solutions that can support businesses of all sizes. We know that every business is unique, so each program is customized to fit your brand. Experience top notch customer service, with minimal supervision. Our Customer Care specialists are multi-lingual and have a minimum of 2 years of experience in customer care. Callzilla can handle both inbound and outbound calls, email inquiries, live chat, or social media monitoring on your behalf, be it assistance with a return or support for technical question.
We offer various forms of collection services, both automated and with live agents. For an automated approch, we can develop a program through ChatBot, VoiceBot, or SMS. We also have a team of live agents who specialize in collections, handling customer accounts in the US, Canada, and Latin America.
External Customer Service organizations exist to provide Call Center Outsourcing services to those who would like to supplement or replace their in-house operation. Outsourcing does not have to be a complete sweep of your Customer Service or Sales Department, you can hire an external center to take on certain tasks or levels of your business, or the entire operation if that’s the solution needed.
Based on location, there is onshore, nearshore, and offshore outsourcing. There are also different types of outsourcing by industry, and a few of the main categories include Professional outsourcing, IT outsourcing, Manufacturing outsourcing, Project outsourcing, Process outsourcing, and Operational outsourcing.
When partnering with an outsourced call center, they will hire, train, and manage all resources on your behalf. With an internal customer service department, you may need to manage an internal center full of trainers, quality monitors, agents, etc., but you will likely only need one point of contact with an outsourced call center, who will relay your expectations to the rest of their team.
You can save money, especially when working with an offshore or nearshore call center. Call center outsourcing companies have shared tools and resources across all programs that make managing your program cost effective. You can also increase your customer service quality, as call centers are trained professionals in this field.
Our combination of top-quality talent and cutting-edge technology make Callzilla a well-rounded service provider. We have the resources to listen to our client’s needs and develop custom solutions that they won’t find anywhere else.
In general, a business can improve their overall customer experience by outsourcing with a BPO. Customer experience is a concept that encompasses more than just the customer service interaction. Identifying customer needs, developing targeted training sessions, hiring quality talent that fit your program, actively listening, and empathizing with customers, providing appropriate solutions, and more, are some of the areas that can you tackle by hiring call center support services.
In the summer of 2020, we implemented speech analytics through Observe.AI which gives us a well-rounded view of both the customer and agent experience. We went from manually monitoring only about 10% of our call recordings to monitoring 100%. Just with that, our data is more representative, but the insights we’re able to gather are so extremely valuable as well.
We’re able to create custom “moments” that we’d like the system to flag, which can be positive, negative, or neutral. The moments are sorted into categories which give us the well-balanced picture of each interaction. Customer experience, process adherence, compliance, and audio issues are all larger category examples. Within customer experience, for example, we’re looking things like empathy, negative customer sentiment, hold time, and dead air.
“Empathy” (measured by tone of voice and word choice) is important for customer experience because even if we’re unable to provide the customer with a satisfactory resolution, our agents should provide a satisfactory experience, nonetheless. Empathy is measured on a scale out of 100, and with various workshops, coaching sessions, and trainings through our E-Learning platform, we are very proud to have significantly increased our empathy scores over the previous year.
Hold time and “dead air” are important for customer experience as well because these are instances where the customer is waiting on the call without interaction from the agent. We improved these through soft skills training, multitasking workshops, and increased system efficiency.
We’re also able to detect agent frustrations with these moments and can find the root causes for system and training issues.
Here are links to other case studies with real results.