I have utilized CustomerServ and Nick Jiwa on 3 separate occasions to provide industry expertise in my search and selection of best-in-class contact center BPO vendors. In each instance, CustomerServ has been instrumental in identifying solidly matched vendors that we wouldn’t have found on our own. As well, the CustomerServ team helped me reinforce my outsourcing strategies and provided a wealth of information on best practices and overall call center industry insights. I highly recommend CustomerServ to anyone who needs a true expert to help them find the best match in call center vendors.
Director Workforce Management
American Home Shield Learn more about David
CustomerServ has been a great resource for me in understanding the call center industry and vendor landscape better. Nick and his team provide “behind the scenes” insights on the best call center vendors, geographies and other critical information leaders need to make the right outsourcing decisions.
Director of Telesales & Care Contact Centers
Centrica Learn more about Dave
I have known Nick for over 20 years and he is my go to guy for anything call center related. Nick and his team can distill complex issues into quick wins and have done so repeatedly for me over the years. At Gerber Life Nick helped me find the right outsourcing partner and in my other roles over the past 2 decades, Nick has been an invaluable resource. Nick and CustomerServ are highly recommended by me.
Nestle/Gerber Life Insurance Learn more about Peter
I made a smart decision utilizing Nick’s knowledge base and services twice. First time I was in a tough spot, my internal site was at capacity, service levels were hurting, we needed an outsource partner fast and CustomerServ saved us. I was amazed at how CustomerServ intuitively, professionally and with speed and accuracy, matched us with the best partner. The second time, at another company, CustomerServ came through for us again, and this time in a much more complex situation, they found us the exact type of BPO relationship we needed. Not only does CustomerServ have a nice portfolio of partners to sync up with, they are reliable experts, do what they say, very professional and they won’t let you down. I am happy to recommend Nick and CustomerServ to anyone in need of the best vendor options.
Customer Service Executive
Learn more about Morgan
Nick has been a pivotal resource for us for many years. Our outsourcing needs are at a critical stage right now and he has delivered incredible results every time we’ve called on him. Nick has integrity, brilliance and professionalism all rolled into one neat package.
He has a vast knowledge base in contact center outsourcing, the vendor landscape and our vertical business needs as well. His expertise has made our jobs so much easier when choosing our prospective partners. His willingness to walk us through every step of the way has been refreshing to say the least.
Nick is definitely the top expert in the outsourcing arena and I will continue to trust my business goals to him now and in the future.
Director, Sales Outsourcing
Trident Power Learn more about Walda
I met Nick while I was at Delta Community Credit Union (Delta Airlines) trying to figure out a better 3rd party call center solution for my credit union as I was very disappointed with my provider’s service quality and high pricing. From the start, Nick was very concerned about my members, the damage that was happening to my credit union’s brand, and the opportunities we were missing with each outsourced call. He then began to share with me his many years of experience in the BPO industry and discussed a solution and plan that was not only going to optimize our member experience and revenue but also save us a ton of money on variable staffing. Nick is the kind of guy that’s always in your corner. I appreciate his expertise and generosity every time we talk and I highly recommend Nick as a call center outsourcing visionary.
Executive VP Operations
Fort Knox Federal Credit Union Learn more about Dean
Nick and CustomerServ® helped me at Cricket Wireless in our initial operational and customer experience transformation. He was instrumental in helping us source a high quality bilingual call center partner for Cricket to grow and evolve in near shore sites. Nick is a true expert in contact center outsourcing, vendor selection and matchmaking. He remains an integral part of my professional network and I continue to utilize his industry expertise.
VP Customer Service Time Warner Cable
Former VP at Cricket Wireless Learn more about Charles
I have worked with Nick for over 15 years and with CustomerServ® since he started the company. When I ran outsourcing for MBNA, Nick was my go-to resource for call center partners and I worked closely with him in identifying great partners for Direct Energy as well. Nick is considered by many to be an expert in the call center outsourcing industry. He stays aware of the cutting edge industry trends, both domestic and offshore. Nick has only aligned himself with the highest quality organizations and he’s always seeking the right solutions for his clients. Nick has proven to be professional, honest, creative, and reliable. Nick and CustomerServ® will make a positive impact to any organization smart enough to engage them.
Direct Energy Learn more about Paul
I have been working with Nick to identify call center partners. With 20+ years of call center leadership under my belt I have plenty of contacts for this but dreaded RFPs and searches. Nick made all this painless for me and vetted some fantastic call center partners that I was able to review and in a time frame that surpassed my expectations. All of his selections met or exceeded my requirements. If you need to look for great outsourced call center partners, and want to avoid many of the hurdles you would normally face in your search then I recommend you let Nick very highly
CB OTM Director
Charter Communications (Charter Business) Learn more about Doug
“I have worked with Nick Jiwa and CustomerServ® over the last 5 years and specifically when I served as the Senior Director for Telephone Account Management for Office Depot. Nick is truly an expert as it relates to the outsourcing industry and is well connected across the spectrum of many delivery mechanisms to include voice, data and back office processing. Nick is a true connector; he assisted me in finding two ideal partners that had what it took to deliver great results for Office Depot. This selection was based on the research and time we had spent together as I described what we needed from an outsourced partner for Telephone Account Management. Once the selection and RFP process was completed Nick worked closely with me and the vendors ensuring that success was accomplished during my tenure at Office Depot. I highly recommend Nick Jiwa as a highly experienced outsourcing professional who has a high level of integrity that is only matched by his desire to deliver customer satisfaction.”
Vice President Operations
TMS Health, a Xerox Company Learn more about Ken
I was referred to Nick and CustomerServ® by a former colleague who highly recommended his services. My company was looking to take our outsourced call center channel to the next level and even though I’d spent a good part of my career supporting call centers, I hadn’t a clue about how to begin such a search. From my first conversation with Nick, I knew I could trust him. He really took the time to understand our needs and asked detailed questions to assist him in identifying partners who would not only enable us to meet our goals, but complement our mission. Nick is the kind of professional I truly enjoying dealing with. He’s knowledgeable, responsive, honest, down-to-earth, and a genuinely good guy. I look forward to our continued association
Director of Customer Experience
North American Power and Gas Learn more about Amy
CustomerServ® did an outstanding job partnering with Sprint Telesales during our search to find call center companies located in cost efficient markets with high quality English voice talent. My group outsourced thousands of seats and CustomerServ® provided extraordinary due diligence into desirable emerging markets as well as the top BPO’s within those markets which ultimately helped Sprint to decide on and launch a new partner. They have helped me stay ahead of the curve on knowing which markets and sites are the most viable alternatives going forward. As a result of their great service and support while I was at Sprint, I chose to work with CustomerServ® at my next role at Simplexity and continue to collaborate with CustomerServ® in my current role.
Call Center Optimization Group Learn more about Doug