Best Solutions

Unlock a Better
Customer Experience

Placing employees, clients and customers
at the center of our operations.

Florida-based Callzilla is a full-service outsourced contact center and BPO serving US and European enterprises.

Clients hire us to handle their inbound customer communications, to manage back office processes, and/or to conduct outreach.

Callzilla surpasses onshore, nearshore and offshore providers on Customer Satisfaction (CSat) and First Call Resolution.

Why?

One reason is that every representative and supervisor here has incentives and support to achieve specific Customer Satisfaction and First Call Resolution scores — and wins recognition when they do. So while most other contact centers churn through agents, we are the opposite.

Those on the front lines interacting with your end customers are mature, skilled and motivated. We use a 9 step hiring process, 3 week initial immersion, client-specific training, and 1:1 coaching to ensure consistently exceptional interactions with your customers.

Our Mission

Callzilla is a provider of high quality, customer experience-focused contact center solutions that contribute to high levels of customer satisfaction, resolution of their problems, and favorable experiences with our team.

Our Vision

To be recognized by our industry for providing high quality customer experiences and by our clients for high levels of Client Satisfaction.

Empowering Success

Our Corporate Values

  • INTEGRITY: Our team characterized honesty, consistency, hard work, and fulfillment of our objectives. Execution is key. We treat our employees and our customers as we would like to be treated.

  • EXCELLENCE: We perform with high quality, pride and dedication with focus on achievement of results, customer satisfaction, and customer experience.

  • LEADERSHIP: We promote the personal and professional growth of our employees. We encourage our team members to participate, learn, and propose ways to help our company grow and our clients prosper.

  • PASSION: We deliver the best of ourselves, showing our sense of ownership and belonging and our commitment to the organization and its objectives.

  • EXECUTION: Completing tasks in a timely fashion and to their fullest level of completion and quality.

Leadership Team

Our diverse leadership team combines experience and vision to steer our company toward excellence, fostering growth and innovation at every turn.

Neal Topf
President

Stephanie Fritz
VP of Business Development

Juan Carlos Muñoz
Global Director of Operations and IT

Monica Mosquera
Data and Analytics Director

Fabiana Ordonez
Director, Finance

Natalia Diaz
Global Director of Finance & Administration

Things To Know

More Facts About Callzilla

Callzilla adheres to a rigorous Quality Policy per ISO 9001:2015 Quality Management System certification. Agent performance is measured frequently and at high granularity, and intervals. We tailor engagements to client KPIs.

Customer service isn’t just answering calls and emails. Callzilla is adept at engaging via social media, providing support via live chat, configuring SMS texting, coversing via email, and more.

Callzilla clients can have dedicated agents, shared agents, or both if needed. We strive to quantify the value we bring relative to our fees.

Among the most significant sources of customer frustration is a company’s failure to resolve issues promptly. At an average of 90%, Callzilla’s performance on first-call resolution is in the world’s top tier.

At a typical contact center, nearly all agents leave within a year. At the best ones, it’s the opposite. Callzilla shares via published articles and case studies how agents are hired, trained, coached, and motivated? Last year, 83% staff stayed on into 2017 — a rate several times the industry average.

Callzilla is practiced at fully integrating with client systems. On average it takes 3 weeks from signed contract to an integrated, quality-tested system.

Callzilla tailors reporting to each client’s needs, proactively generates actionable recommendations to improve customer experience, and frequently seeks client feedback on results and finetuning the collaboration.

Outstanding on First Call Resolution: 90%
Industry-leading agent retention: 83% year over year
Fast onsite access: 3-6 hours to get onsite from U.S. cities
Unsurpassed quality: ISO 9001:2008 certified
Better client ROI as demonstrated in a dozen case studies
Faster starts: onboarding takes as few as 14 days
Best Outsourcing Service Provider 2017 (ICMI)
Quality MVP, Silver (Customer®)
Top Customer Service Agents (ICMI)
Best Client Services Management (CCW)
Top 50 to Follow (ICMI)

We are highly committed to innovation and continuous improvement in our Quality Management System. We encourage the participation of our team, and the development of their skills to improve customer satisfaction, Employee Satisfaction, and Client satisfaction.

1. Continuous improvement within our Quality Management System

2. Exceed expected performance (Quality, Satisfaction, Performance)

3. Enhance the knowledge and skills of our employees

4. Improve customer satisfaction, Employee experience, and Client experience

Real-Life Results

We Generate Results for Our Clients

“What sold me on partnering with Callzilla was the flexibility and attention to detail when it came to adapting to our unique customer base and evolving systems.”

– Callzilla Client, Director of Customer Support

“I feel good about how our teams have been working together and Callzilla’s ability to evolve with us. If we need to expand our team, Callzilla is definitely our first choice as a partner.”

– VP, Tech Operations & Innovation, Real Estate Industry

“It has been an absolute pleasure working with CallZilla for more than 10 years. Any company should expect success after partnering with Callzilla.”

– Executive Leader, Ed-Tech Industry

“We had a call center in Miami, and weren’t satisfied with the service. I was looking to migrate away. I felt Neal and his team were fabulous. In my book, if we could have I would have moved it all there. They did a better job. They had better quality agents, period. Our flows were good, our costs were already competitive with our incumbent, and if I had moved more volume we probably could have had a better deal.”

– CMO, Auto Company – After 60 days of comparing Callzilla to incumbent contact center

“Callzilla provides professional insight into the complex world of setting up a call-center. Their level of experience, expertise, and advice certainly helped us provide a better customer experience.”

– Callzilla Client – Director of Customer Support

“CWhat sold me on partnering with Callzilla was Flexibility, Flexibility, Flexibility. The marketing world is always evolving, yet Callzilla, from the leadership to the agent pool, is always willing to go with the flow while providing immediate feedback on the success of the test.”

– Executive Leader – Ed-Tech Industry

Experience the Difference of Dedicated Support

Let Callzilla bridge the gap between curious prospect
and loyal customer.