A good case for the necessity of employee engagement. via Gallup.
The Complete Call Center Outsourcing Guide helps you plan for better outsource success. Get this guide and subscribe to our blog.
Many people ask me what my role as a Client Service Director is responsible for and I liken it to being a quarter back on a football team, we set up the game, call the plays and control the field. Client Service Directors here at GCS serve as the liaison between our Clients and our internal operations. It is our responsibility to make sure that everything from the start up of a new program, to processing the invoice is taken care of flawlessly. We have many tasks that include inventory management, performance management, program set up and much more. Client satisfaction is our goal and what we strive for everyday. Communication, Organization and Customer Service are really the key elements to our success in this role.
Genese Cox is shy. She said talking to strangers is an uncomfortable situation for her. But working at GCS has given her more confidence and now she says, "It's easier to talk over the phone." Her husband Darvis, who sits next to her at work echoes, "It used to be much harder for her to talk to strangers."
Amie Jefferies has been working at GCS only a short while, but she's learned quickly that GCS associates are not your typical telemarketer.
I heard the same thing over and over again, "We're like a big family." I took a trip up to Mt. Hope this past Wednesday with a couple of goals in mind. First, I wanted to take some great pictures of our associates. Check. Second, I wanted to find out what it's REALLY like (from our associates' perspectives) to work for a contact center.