One of your biggest challenges in adding successful call center services to your operations is setting up the facility. There’s a lot of upfront time and capital investment in the set-up of the physical space for your facility. Even if you already have a contact center, it could be failing because you didn’t know how to set up a successful contact center in the first place. At GCS, some of the common problems we see are choosing the wrong location, building a facility that is too small, and picking the wrong combination of technology to balance the needs of your customers and your organization.
Outsourcing your call center could be the smartest decision you ever make, but only if you take the time to plan it out. While your call center outsourcing vendor will handle most of the legwork for you, there are certain variables that you as a company should decide upon first. It is important that you have a framework of a call center staffing plan that fits your business needs today while setting you up for success tomorrow. After all, it is your business on the line and only you know the objectives you want your customer service operations to have.
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Call center staffing is critical to the success of your contact center. Whether you are hiring for inbound customer service or outbound sales, people make the difference. They impact the customer experience; they also impact your company budget. By how much will depend on the way you chose to structure your call center operations.
Our thoughts and prayers go out to the millions of American families impacted by Hurricane Harvey and Hurricane Irma over the last several weeks. We know that this is just the beginning of the recovery and restoration effort.
When asked “Who was the most influential person in your life growing up?” the most common answers (after “my mom” or “my dad”) are usually a teacher or a coach. At GCS, we refer to the most influential people in our CMRs’ business lives as Supervisors but, aren’t they really teachers or coaches? They work daily with CMRs on presentation skills, right? At GCS, we are changing the titles for “the most influential people in our company.
Afro-american businesswoman using headset in the office
When you think of outsourcing, you probably conjure up images of corporations, contact centers and business people. But the truth is, everyone outsources tasks, every day.
Is your business thinking about outsourcing your interaction center and BPO processes? If so, you’re facing a complex set of decisions that will affect customer care and communication.
A Suggestion Box is a Great Way to Get Ideas from Employees
GCS is branching out - by applying for work in the Executive branch and other areas of federal, state and local government. "When GCS first started, we spent a lot of time responding to government proposals.” recalls Greg Alcorn. “As business grew in other areas we focused less attention into that area. Beginning last year, we began reintroducing GCS to the public sector.” Getting started with public sector work can take some time. To help with the process, GCS attended the OSDBU Procurement Conference last week in Washington, DC. It was hosted by the Department of the Interior, but attended by many Federal agencies and major government contractors looking for new partners. GCS set up a booth showcasing our contact center and back office services. Greg Alcorn and George Simons, vice-president of marketing, represented GCS.
“Coming together is a beginning. Keeping together is progress. Working together is success.” -Henry Ford
Smart companies looking to expand into foreign markets are now considering the Build-Operate-Transfer (BOT) model. Companies often recognize the cost-savings opportunities and/or strategic advantages of establishing an off-shore presence. However, the task of establishing that off-shore presence may seem daunting due to the numerous risks, as well as the time and effort involved.
A great thing about the new year is you can look back and see what experiences provided new working knowledge that you can apply in the new year. For some top performers in Wheeling, WV, last year was filled with learning opportunities and personal success, which helped define the new goals for this year.
At GCS, we staff hundreds of people who love to talk on the phone. They are eager to come to work and genuinely enjoy having conversations with the customers of our satisfied clients all day long. In fact, when you ask many of them why they like what they do, the generally answer by saying “Because I love to talk.”
I was fortunate enough to attend the American Teleservices Association (ATA) National Convention in Phoenix last week. The allure of early March in Phoenix was apparently just the prescription for many of us from the Mid-Atlantic, Northeast and Midwest. And, while the weather didn't disappoint, neither did the real reasons for attending the ATA National Convention.
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Did you know that this week is NATIONAL LETTER WRITING WEEK? Yeah, me neither. But what a fantastic week. In an age where everything is instant... text message, email, IM, etc; we have all come to value anything handwritten that pops up in our 'snail'-mailbox. I open items that appear hand written before I even finish pulling into my driveway!
John D. Rockefeller IV
Amie Jefferies has been working at GCS only a short while, but she's learned quickly that GCS associates are not your typical telemarketer.
All of us have heard the phrase, “If you want something done right, you have to do it yourself.” While this thought may boost our self-image, the phrase points out what could be a fatal flaw. It should read, “If you want something done right, and you have to do it yourself, you probably are not a very good communicator." As leaders, the only way to leverage our efforts is to inspire the efforts of those around us. Leverage is defined as “the use of a small investment to gain a very high return”. If you have to do everything yourself, you get no leverage. However, if you inspire those around you, if you communicate instructions well, and if your colleagues buy into your desired outcome, you will, collectively, achieve results far beyond what one person alone could accomplish.
I was doing some research on presentation styles the other day and ran across something that reminded me of this maxim:
In early 2010, the American Teleservices Association (the “ATA”), rolled out a set of standards and best-practices designed to help teleservices companies comply with federal and state statutes. Companies who meet these standards, as certified by a third-party auditing firm, are awarded an ATA-SRO Seal of Accreditation. This seal has rapidly become a sign, to consumers and to other firms, of the contact center’s operational integrity and governmental compliance.
GCS has been in the process of re-branding itself for quite some time now. We've got the foundation in place and we are doing a terrific job of following through with our usage & attitudes. Over the last several months we've been traveling to many of the centers to inform all of our associates about our new brand. Read more about that in this post!