GCS - General Capabilities - Email
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Global Contact Services (GCS) provides contact center management, outsourcing, staffing, consulting and training services. They focus on streamlining processes to improve customer interactions and key performance indicators like customer satisfaction scores. GCS can provide full or partial staffing through their domestic contact centers that operate 24/7/365. Their services include contact center design, technology implementation, agent training and management to deliver consistent results and meet service level agreements.
GCS - General Capabilities - Email
- 1. Innovative centers, intelligent staffing and effective consulting that boost performance and blow the roof off your results Make Contact Contracted, Managed Or Outsourced All Channels Live Agent & Self-Service Dedicated, Shared Or Blended Staffing Scalable Process Domestic Centers 24/7 X 365 On Premises Or Offsite Solutions Complete Back Office Capabilities
- 2. You live and breathe for your customers. So do we. Let GCS pump new life into your contact center with smarter customer interactions that deliver competitor-smashing results. Our innovative, intelligent and cost-effective process improvements and program designs will boost your performance and blow the roof off your metrics. We track customer interactions at every touch point, and our data analytics give you the insight and power to stay agile and ahead of the competition. Whether honing strategic business objectives to staffing the perfect location, GCS is a true partner in your success. Smart, Savvy Staffing We have identified, screened, trained and supplied thousands of successful contact center teams in our centers and for our clients' centers. Choose the level of service that works for you -- full time, part time, full project or partial project staffing. GCS Delivers the Key Performance Indicators That Matter Most » Great first call resolution rates » Speedy response times » On-target service level agreements » Superior contact quality » Ideal customer satisfaction scores » Accurate call volume forecasting » Low cost per transaction » Full self-service accessibility Meticulous Management GCS offers outsourced and managed solutions for call centers of every size. From one site to multi, whether in our center or yours, our data-driven management services combine the latest in technology, customer service and industry best practices to give you the best return on your investment. GCS Management Services Include: » Contact Center & Process Flow Redesign » Multisite Strategy & Implementation » Recruiting, Training, & Scheduling » Technology Assessment & Implementation » Vendor Evaluations » Financial Analysis Sticky Training Our mix of coaching, self-directed learning, real-life simulations, classroom learning and skills assessment, keep your contact center agents engaged and productive throughout the life of your program. Zero Learning Curve Consulting Our consulting methods are straightforward and sensible. We don’t waste your time and energy on distractions – we help pinpoint your needs and partner with you to develop strategies that work, and execute programs on your timetable. Tech Your Way Use your technology or ours – it’s up to you. Whether you use hosted systems or cloud-based services, our open architecture, flexible connectivity and partner services make it easy for us to connect and share in a secure environment. GCSagents.com | contactus@gcsagents.com | 1-888-784-8812
- 3. Process Centered » Deliverst consistent performance at the lowest possible cost per transaction » A relentless focus on process, people, operations & technologies yields unbeatable KPIs » An integrated approach to live agent and self-service customer interactions delivers better customer-facing experiences Results Oriented » Service Level Agreements are met quickly and ideally, with repeatable results » Interactions designed to deliver outstanding customer satisfaction scores, build loyalty, and increase revenue streams throughout the customer lifecycle » Agents are continually monitored and coached for continuous improvement and to ensure all center goals are met Scalable » Flexible programs to handle market fluctuations, seasonality and other variables » Accurate workforce management and forecasting match agents to call volume » Self-directed & voice-enabled IVRs & other 24/7 self-service options provide immediacy Sensible » Streamlined processes eliminate waste, redundancy, and help keep costs low » Agents & CSRs are cross trained to handle multiple call types to maximize productivity » Flexible agent management: traditional outsourcing models, client-premises staffing and at-home agents Responsive » Agile, flexible processes enable fast responses to unanticipated spikes in call volume » Live agents are trained to provide the highest level of customer experience, and are continually monitored for professionalism and effectiveness Fully Compliant » PCI-DSS, PACE-SRO, HIPAA and more » All agency and regulatory bodies, including CFPB, FTC, FCC and others » All applicable federal, state and local laws and regulations © 2016 Global Contact Services All rights reserved.
- 4. Contact Center Management, Outsourcing, Staffing, Consulting & Training As simple as it may seem, we believe that practical, sensible, and straightforward solutions to delivering great customer service is the best approach. That’s been our outlook since establishing GCS in 2001. We are obsessed with process, because we know it works. Nothing makes us happier than to see the processes and programs we design make our customers happy. One of our most important mandates is to hire nice people. We pride ourselves on teaching agents and CSRs to do more than deliver scripted routines. Helpful interactions make happy customers, and happy customers are the key to success. We start there and support them with great coaching and management that returns wonderful results. We Love Your Problems. You’ll Love Our Results. GCSagents.com contactus@gcsagents.com 1-888-784-8812 © 2016 Global Contact Services All rights reserved.