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Contact Center Outsourcing

Complete Staffing, Management, and Resources

Adding Value and Sanity to Your Outsourcing

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Outsourcing Options

Designed for You

  • In Your Location
  • In Our Centers
  • US -Near-and-Off-Shore
  • Cloud & Legacy Systems
  • Multi-Language
  • All Channels
  • Back Office Processing

Services

Delivered for You

  • Customer Service
  • Sales | Lead Gen
  • Web Support
  • Reservations
  • Help Desk
  • Order Entry
  • Seasonal Support
  • Disaster Recovery
  • Recalls
  • Account Management

Why GCS

Results with Our Approach

  • Scalable Workforce
  • Customer Service Pros
  • Micro-Program Management
  • Obsession with SLA/CSAT scores
  • Certified Soft Skills Training
  • Unique Coaching Process
  • Responsive Management
  • Award Winning Centers
  • Established 2001

Watch how our approach to SANITY lets you do more with less.

Companies That Rely On Us

People

Our Unique Approach to People

Your customers deserve world-class customer service professionals. Our unique associate approach prepares the team to deliver for you.

  • 100% assessed for Customer Service traits BEFORE hiring
  • 100% must pass our proprietary Customer Service Certification
  • All agents are eligible for SHRM credits after soft skills training
  • All receive unique coaching with our F.E.E.D. program
  • Associate advancement through our Career Pathway Program
  • Our agent team becomes your Subject Matter Experts

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Process

Process Focus to Repeat Results

GCS is Process Driven. We focus on your goals, for Sanity sake.  

  • Our Operating team will meet your SLAs every day
  • Our Quality team will exceed your CSAT scoring expectations
  • Our Financial team will keep your program on time and on budget
  • Our Leadership team continually innovates with leading-edge processes

All processes are designed to maintain Value and Sanity of your outsourced program.

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Technology

The Trifecta of Performance

The GCS Trifecta of People, Process, and Technology, is managed for you using a Workforce Mindset approach to meet customer demand.

  • Effective training built using a Core Learning Management System (LMS)
  • Sophisticated scheduling using Workforce Management systems to match customer demand
  • Compliance met with Labor and Quality database management
  • Match the right agent at the right time with Skills-Based Routing.
  • Best practices and better forecasting with Data Analytics.

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Startup Experience On Time and On Budget

Each client has unique needs that determine the time needed to begin or transition their program. It can range from days to months, depending on the requirements. Our implementation team has years of experience smoothly starting programs on time and budget. Let's discuss your needs so we can provide a realistic time frame for your program.

The start-up time is typically driven by three key areas:

  • The Size and Complexity of the Program
  • The Training Requirements of the Workforce
  • The Availability and Location of the Centers

GCS is an expert in contact center processes. For instance, if you are currently running a program and its size fits into one of our existing centers, it can be often up and running in just a few weeks. Often, the two longest pieces of implementation are the initial recruiting and training. Setting up a new center in an existing space can be done in 45 to 90 days. A completely new building is typically 9 to 18 months. We're happy to discuss options!

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Solutions for All Roles

Vendor Manager or Procurement

Improve Key Measurables

Reduce Contact Center Costs

Improve the Customer Experience

No Hassle Vendor Relations/Transitions

Learn How

Business Operations and Finance

Outsourcing Services and Models

GCS Staffing and Management

Soft-Skills Training for In-House Staff

Contact Center Consulting

Learn How

Customer Service/Call Center Management

Improve Call Center Performance

Training for Empathy and Soft-Skills

Learn How

Request a Consultation from an Outsourcing Expert

Get Award winning Professional Voice and Customer Support for your call center and BPO programs. Let us explore how our unique approach delivers the message and results your program deserves. Fill out the form now to begin the conversation.