Contact Center Management
Customer Focus, Reliability and Follow-Through
Consumers today often seek answers for themselves. They are quick to use Google, YouTube and user groups to find answers. They are comfortable with IVRs, toll-free support, chat and text to deliver a quick answer. Companies must deliver through all channels. When the consumer turns to live help, they expect it to solve problems and provide answers. This means call centers need skilled agents, better judgment and a process that solves problems quickly and delivers real value. Today, customer service expectations are high making human interaction even more important because it often comes at a point where the consumer needs assistance and expects results.
People Skills – Customers want to be met in the channel and at a time that works for them. Our contact centers hire skilled agents who can respond to customers with a professional and comfortable manner that solves problems, influences the buying decision and provides a positive experience.
Because companies are different, we provide center support in many ways. We offer off-shore, domestic and blended solutions based on the client’s needs and objectives. Our hiring process ensures the agent talent level is high in all circumstances and we match individual skill sets to meet the specific service requirements.
Management Focus - The GCS senior management team has over 25 years of contact center experience. We’ve handled millions of calls and worked with a diverse customer and client base. Our younger managers have grown up learning their core principles and skills from this team. Our ability to successfully hire, train, schedule, manage and serve is attributable to that experience.
Our management team is dedicated to delivering a professional presentation regardless of the channel. The focus is on connecting with the customer and meeting their need. Customer feedback is a big part of making sure we are on target with the customer and on task for the client. Most importantly, what we learn today will influence a better presentation tomorrow.
Process Focus – Our process is customer focused and workstation centric. We provide people interaction and perform most tasks that can be done in a workstation environment. From talk, to data input, to web and social media interaction, we hire and train the skills our clients need. Each client’s definition of success is integrated into our process so results are high in quality, predictable, scalable and repetitive.
A big part of our process is ongoing training. Each associate takes an active role in daily feedback and supportive training to improve their skills and knowledge. Much of this is done at the workstation with supervisor support.
Technology – Our infrastructure and creative IT team allow us to meet the tactical needs of our clients and configure systems to integrate with the customer. Data is secure, redundancy is in place and reports are on time. We are highly flexible and have the knowledge to meet any challenge. We are PCI compliant and have passed every client and independent audit.