CX Files Neal Topf - Callzilla - Clients Want To Understand BPO Culture Not Just Metrics
Neal Topf is the founder and President of Callzilla. He is based in Miami, Florida.
Callzilla is a CX specialist based in the US, but also with delivery centers in Colombia and South Africa.
Peter Ryan called Neal for a conversation about corporate culture - in particular culture inside the BPO environment. Neal recently posted on LinkedIn that a prospective client was impressed with the Callzilla technology and their business proposal, but he wanted to meet the team.
Seeing the team at work and learning about their daily on-the-job culture was really important to this company - he wanted to build a rapport with the Callzilla team.
Neal has often written that prospective clients today are less interested in contact center metrics and much more interested in how the team can help with both sales and service or how engaged the team is and how this will translate into great CX.
Clients today are looking for a BPO to have solutions to business problems - not just AHT statistics.
Tune in for the latest CX Files where Neal talks about culture and why it is more important than ever for BPOs to have a positive answer when a prospect suggests visiting their team.