Callzilla News

  You're heading into your busiest sales period of the year. You put months (even years) of work into the big day. The success of your business is riding on this moment! Things start well, but then ***t hits the fan! Your customer service team gets overwhelmed. You assumed your regular-sized CX team could manage the load. Now there aren't enough people to handle all the calls, msgs and emails flooding in. Wait times balloon from seconds to minutes to hours. Social comments pile up unanswered. Email backlogs grow exponentially. Every year, we see numerous [...]

  Imagine this...It's Friday afternoon and you've just learned one of your flagship products has a potential health risk. By Monday morning? Thousands of concerned customers will be calling, emailing, and posting on social media demanding answers you don't have yet. This exact scenario happened to one of our clients - a pet food manufacturer who discovered a potential Salmonella contamination. Within hours, they faced a decision that would impact their entire brand reputation for years. Here's the truth: When a product recall hits, you have about 24 hours before it transforms from an internal [...]

  Outsourcing customer service doesn't have to mean losing your brand's identity. In fact, the right partner can amplify it. Here's how... When we visit clients and prospects, we’re not there to sell them. I'm there to get to know them - to experience firsthand how they operate so our team can embody their brand. Aim for an outsourcer that feels like an extension of your own team. That's when the real magic happens. When considering outsourcing your customer service, look for these 3 green flags in a potential partner: 1. They focus on solutions, [...]

  Every time I hear someone say "you MUST do X" in customer experience, I see the same reactions from business leaders: Nodding. Agreement. Implementation panic. Common responses I hear: "That sounds great, but we have hundreds of thousands of customers!" "Our agents are already overwhelmed!" "We don't have the budget for that!" My response: Stop looking for universal solutions. What works for a boutique service with 50 clients won't work for a telco with millions. Your customers aren't the same as your competitor's customers. A healthcare provider needs different CX strategies than an e-commerce [...]

  The contact center world is drowning in metrics. Average handle time. Service levels. Disposition codes. Customer satisfaction scores. Net promoter this. Effort score that. Let me be blunt: It's all mental masturbation. We fill libraries with articles debating the "top 5 metrics" while missing the only things that actually matter: Did the customer's problem get resolved? How much effort did it take? Could they easily escalate if needed? Professional organizations. Analyst firms. Certification bodies. They've all created frameworks, standards, and endless reports. But here's the truth: No certification guarantees a great customer experience. What [...]

At Callzilla, we celebrate every milestone, but this achievement is truly one for the books! Neal Topf, President of Callzilla, has been recognized as one of ICMI’s Top 25 Thought Leaders of 2025, a prestigious honor that highlights his profound influence on the customer experience (CX) industry. Each year, the International Customer Management Institute (ICMI) acknowledges the trailblazers who are redefining the contact center landscape. After carefully reviewing over 200 nominations from across the globe, ICMI identifies leaders who are not only experts in their field but are also driving transformative change. The Importance of [...]

Callzilla, a leading customer service provider, has recently expanded its operations to South Africa, bringing new job opportunities and exceptional customer experiences to the region. We sat down with Aphelele Mtshemla, a talented Callzilla agent from the South African team, to discuss her experiences, the local culture, and the impact of Callzilla’s arrival in the area. […]

Miramar, April 18th 2023 – Callzilla, an award-winning mid-size BPO company, is thrilled to announce the appointment of Milan Batinich as their new Vice President of Business Development. With 20 years of experience in contact center operations and sales management at American Express, West Corp., and other organizations, Milan brings a wealth of expertise to the Callzilla team. […]

At Callzilla, we like your dreams, talents, passions… and stories! “We are all customers somewhere.” In this captivating video interview, we sit down with Agent, Sivu Bolton, who offers unique insights into the vibrant culture, life, and aspirations of the people living in South Africa. The interview delves into the importance of customer experience in South Africa’s thriving outsourcing industry, revealing how the nation’s cultural strengths contribute to exceptional service delivery. Don’t miss this fascinating conversation that provides a genuine look at South Africa through the eyes of a local expert. […]

Are you ready to expand your team and explore new talent pools? You’ll find a unique opportunity in the contact center industry of South Africa. Let’s explore just a few reasons why you should consider Callzilla’s talent in South Africa for your offshore hiring needs. […]