Seasonal Call Center Staffing: How to Handle Peak Volume Spikes

Quick answer: Outsourced customer service for seasonal or peak volume spikes works best when you plan about six months ahead, sign one to two months before volume rises and give a partner your last peak's contact data. A good partner adds trained agents for the peak, keeps experienced agents on complex contacts and scales back down after the season. Callzilla adds bilingual English and Spanish agents from its Bogotá contact center on the US business day, 24/7/365. Every business has a season when the phones, chats and inboxes do not stop. For retail and ecommerce [...]

By Neal Topf|2026-10-22T15:36:30-04:00October 16, 2018|Customer Experience|

3 Factors that Determine A+ Customer Service Outsourcing

In the nearshore contact center world, customer service reigns supreme. Management and stakeholders don’t stumble into successful customer service outsourcing partner relationships by accident. It comes from focusing on certain factors and initiatives that influence the overall quality of customer service demonstrated within the contact center. […]

By Neal Topf|2026-10-20T00:23:19-04:00May 23, 2019|Customer Experience|

Top 5 Reasons to Outsource your Customer Service

For those who have considered a contact center for outsourcing their business’ customer service, there is always hesitancy, especially regarding the quality of the calls, and how their customers would be serviced. After all, turning over a crucial piece of business functionality can have an effect on your customer satisfaction, and be the deciding factor in whether or not customers continue utilize your products and services. […]

By Neal Topf|2026-10-20T00:22:57-04:00October 19, 2017|Customer Experience|

3 Metrics Essential to Improving your Contact Center Quality Score

If you outsource your customer service to a contact center and are not happy with the results, you are likely wondering what data points you should be looking for. The team in charge of answering questions and meeting your customers’ needs plays a vital role in the outcome you can expect, so you don’t want to take chances. […]

By Neal Topf|2026-10-20T00:21:22-04:00October 4, 2018|Customer Experience|

Call Center Success Stories: Helping a Lender Make Offers 30% Faster

Within 30 days of hiring Callzilla, a commercial lender saw big changes in its speed and accuracy. Here’s the story. […]

By Neal Topf|2026-10-19T05:18:45-04:00February 19, 2017|Customer Experience|

Balancing Contact Center Cost vs. Value

Two chats at a trade show gave me shocking reminders about some of our competition. These exchanges got me thinking about how much the idea of a cheap call center will cost plenty in the long run. […]

By Neal Topf|2026-10-14T03:33:10-04:00March 2, 2017|Customer Experience|

Apparel Retailer Finds Perfect Fit with Callzilla’s E-Commerce Customer Care

An apparel retailer tapped us for extra help, including e-commerce customer care, during the holiday rush. In just 60 days, we outperformed their other center on QA scores and other metrics. […]

By Neal Topf|2026-10-14T01:10:37-04:00February 26, 2017|Customer Experience|

Media Giant Taps Callzilla to Modernize E-Commerce Customer Care

A large music distributor had handled customer service in-house since the beginning. But in 2016, it entrusted a portion to Callzilla. […]

By Neal Topf|2026-10-14T01:10:35-04:00March 5, 2017|Customer Experience|

Pondering Forgiveness After My Surprising Customer Service Experience

Until this summer, the only times I’ve had to deal with the customer service offered by insurance companies is when I bought or renewed a policy. Then I was in a car accident. […]

By Neal Topf|2026-10-09T14:47:46-04:00August 12, 2016|Customer Experience|

How Do We Make (Contact Center) Big Data Sexy?

Contact center Big data was the topic of this week’s #ICMIchat. I had the pleasure of hosing this chat, which got a little heated and showcased a few differing opinions among participants. Our goal was to make this topic interesting and sexy. Video clips below. […]

By Neal Topf|2024-07-08T11:46:24-04:00November 15, 2014|Customer Experience|

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