There are many good metrics out there, but specific to the Spanish contact center, these are the best. The Hispanic demographic is very prevalent and very tech savvy, making omni channel capabilities absolutely necessary.
Miami, Florida (PRWEB) November 26, 2014
Callzilla, an outsourced Spanish Contact Center focused on the U.S. Hispanic Consumer Market, is pleased to share the ebook, 5 Metrics to Measure Spanish Contact Center Performance. This ebook, written by Callzilla’s President, Neal Topf, explores the metrics specific to the Hispanic market, taking into consideration the fact that the Hispanic population is expected to more than double from 53.3 million in 2012 to 128.8 million in 2060.
“There are many good metrics out there, but specific to the Spanish contact center, these are the best. The Hispanic demographic is very prevalent and very tech savvy, making omni channel capabilities absolutely necessary. We are always learning what works and what doesn’t in the contact center and no matter which way you look at it, you need to track these metrics,” said Neal Topf.
The ebook discusses metrics that span all dimensions of the contact center and the strategies needed to support them, from the traditional phone channel to newer channels including chat and social media. People, processes, and technology all play a part in contact center performance, reinforcing the importance of creating balance and the right amount of emphasis in each area of the contact center when implementing a metrics program.
To learn more, download the ebook here.
Callzilla is 100% focused on serving the U.S. Hispanic Consumer Market, providing quality-focused bilingual and Spanish-language outsourced customer care, customer service, and customer acquisition services. Current clients span the health and beauty, health care, telecommunications, financial services, non-profit, and direct response and direct-to-consumer industries. Callzilla proudly offers state of the art technology to handle Inbound and Outbound phone calls, SMS, Chat, Email, IVR, and Social Media Monitoring and Messaging.
Founded in Miami, Florida in 2005. Today is headquartered, managed, and operated in Miramar, Florida (Metro Miami) and Callzilla’s contact center facilities are located in Bogota, Colombia and are 100% owned and operated by Callzilla.