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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

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Call Center Optimization Forum  |  GCS Culture  |  Uncategorized

Personality Testing to Build Highly Effective Call Centers

A contact center serves as the front line for business during many interactions with the client base. An excellent call center will convey warm, caring, positive feelings, along with the information the consumer needs. An ineffective call center leads to customer dissatisfaction, cancelations, poor reviews, and lost revenues.

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Blog Feature

ABIA  |  Conferences  |  GCS Culture  |  Growth  |  Leadership

First Impressions

The newest member of our sales team, Jason Sterns, recently attended the 2012 American Bankers and Insurance Association Annual Convention with President and CEO Greg Alcorn. Jason was kind enough to tell us his first impressions of GCS while attending this event and meeting some of our valued past and present clients.

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Outsourcing Guide

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The Complete Call Center Outsourcing Guide helps you plan for better outsource success. Get this guide and subscribe to our blog.

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GCS Culture  |  In Our Centers

Halloween Safety 101

Halloween is the second-most popular holiday in America behind Christmas. This time of the year is fun and frightful but you don’t want it to turn into a real-life nightmare.

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Client Relationships  |  Communication  |  Customer Service  |  GCS Culture  |  General  |  Growth  |  Productivity  |  Strategic Planning

The Power of Partnership

Photo of successful female standing by whiteboard and pointing at diagram on it at seminar

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Blog Feature

Best Practices  |  Call Center Tips  |  Education & Learning  |  GCS Culture  |  Increase Profits  |  Innovation  |  Outsourcing  |  Sales  |  Technology

10 Reasons to Outsource with GCS

Afro-american businesswoman using headset in the office

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Blog Feature

Careers  |  Education & Learning  |  Employee Engagement  |  GCS Culture  |  Growth  |  Hiring  |  In Our Centers  |  Management  |  Team Building  |  Training

Be a Resource for Others

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Blog Feature

Best Practices  |  Call Center Tips  |  Communication  |  Customer Service  |  Education & Learning  |  Employee Engagement  |  GCS Culture  |  In Our Centers  |  Increase Profits  |  Management  |  Motivation  |  Performance  |  Product Conviction  |  Productivity  |  Relationships With Your Customers  |  Star Principles  |  Top Performers

Increase the Level Of Business in Your Daily Routine

In our last employee survey we asked for ideas from our employees about how they increase our level of business performance in their daily routines.  We got some great tips! Here they are:

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Blog Feature

Communication  |  Employee Engagement  |  GCS Culture  |  Outsourcing

Get Right to the Source

  If you search the term "right-sourcing" in Google, you get nearly 46 million results. Margaret Rouse from searchcio.com helps define right-sourcing as "a way to get the best results by using specialists to complete parts of a larger project." It reminds me of the Express. Our objective for this publication is to provide employees with useful and interesting content about our company, our people and our industry – along with a few fun things. Doing that requires content sourcing from many places.

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Blog Feature

GCS Culture  |  General

Tips to Stay Safe in the Summer Heat

  Water is better for hydration than sugary sweet tea.

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Best Practices  |  Call Center Tips  |  Communication  |  Education & Learning  |  GCS Culture  |  In Our Centers  |  Management  |  Team Building  |  Tips & Tricks  |  Training

Changing Language in Your Contact Center Can Make You More Professional and Accurate

How do you feel when someone says the word “telemarketing?” Most people cringe a little inside. Why? Because it sounds negative.

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Blog Feature

Communication  |  Education & Learning  |  GCS Culture  |  General  |  Leadership  |  Performance  |  Relationships With Your Customers  |  Team Building  |  Tips & Tricks

4 Traits of World Class Listening (Being an Active Listener)

We all know that listening is a important skill.  Both personally and professionally, being a good listener can make or break your success. Here are 4 tips, originally described by Dr. Jerry Bell (http://www.bellleadership.com/) to amp up your listening skills and become an active listener.

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Best Practices  |  Call Center Tips  |  Education & Learning  |  Employee Engagement  |  GCS Culture  |  Growth  |  In Our Centers  |  Leadership  |  Management  |  Product Conviction  |  Star Principles

Leadership by Listening; Leadership & Management

When you see someone visiting your site, it is human nature to question their motive: are they a client or prospect? are they an auditor? is something important happening?

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Blog Feature

GCS Culture  |  General  |  Marketing

You Are Who You Are!

Our VP of Organizational Development, Bucky Cline, walked into my office a few minutes ago because we had to collaborate on a meeting I'll be 'tech-support' for tomorrow afternoon.

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Blog Feature

Conferences  |  GCS Culture

GCS Goes To DC

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.

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Blog Feature

Education & Learning  |  GCS Culture  |  enrichment

Enriching Your Life

Learning something new means more than just picking up a new skill or trade.  It actually enriches your life and in many ways, makes you a better person. It doesn't have to be a monumental laborious effort either.   It's relatively easy to pick up something new every day.  Here are 10 ways to do it, brought to you by pickthebrain.com.

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Blog Feature

Call Center Tips  |  Employee Engagement  |  GCS Culture  |  General  |  Management  |  Team Building

Tips & Activities for Team Building in the Workplace

“Coming together is a beginning. Keeping together is progress. Working together is success.” -Henry Ford

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Blog Feature

GCS Culture  |  Growth  |  Tips & Tricks

The Best Way to Give Advice

Sometimes when we offer real suggestions to others, they take it personally. They might not understand that you’re coming from a positive place. That is why you need to make sure the advice is part of a critique to make them better and not criticism to make them feel bad.

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Best Practices  |  Communication  |  GCS Culture  |  Leadership  |  Management  |  Time Management  |  Training

Personal Growth [Expressed Interest]

Yogi Berra said lots of funny, mixed up quotes. “You can’t think and hit a baseball at the same time” was one of my favorites. It sounds strange, but makes sense when you put it in the context of learning. Professional baseball players practice and drill so that instincts  take over in the millisecond they have for deciding whether to swing the bat.

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Client Relationships  |  Expressed Interest  |  GCS Culture

Complaints are an Opportunity

A rose by any other name is still a rose. A complaint, however, can feel like the end of the world. But is a complaint truly such a bad thing? In the world of business, complaints are actually opportunities.

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Blog Feature

GCS Culture  |  Leadership  |  Marketing

X2 Mentoring

On Thursday, January 5th, the marketing team at GCS welcomed to the Salisbury office the X2 Mentoring group from the Youth Services Bureau in Rowan County.

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GCS Culture  |  Leadership

Leadership Rowan [Future Perspectives] ~ September 2011 Session

Renewal

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Blog Feature

Client Relationships  |  Communication  |  GCS Culture  |  General  |  Sales Tips  |  Telephone  |  Tips & Tricks

Vampires Bite but Phones Don't [Cold Calling Tips]

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.”

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Blog Feature

Expressed Interest  |  GCS Culture  |  Sales Tips  |  Star Principles

Principles for "Selling Yourself"

Lou Holtz

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Blog Feature

Expressed Interest  |  GCS Culture

Facing Adversity Head On

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Communication  |  GCS Culture  |  Leadership  |  Management  |  Star Principles  |  Training

Leadership Rowan ~ Simulated Society ~ Lessons Learned

I've had the good fortune to be provided with the opportunity to take part in a year long leadership class.  Leadership Rowan is  designed to prepare individuals to assume leadership roles in the county and to further enhance the abilities of existing leaders.  One day each month from September to May we will meet at a different location within the community and learn how that aspect of the community functions.  For example, there is a criminal justice day, a county history day, an arts & culture day and a healthcare day, just to name a few.

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Blog Feature

Best Practices  |  Branding  |  Call Center Tips  |  GCS Culture

You never know who's watching...

When I was a cheerleader in high school and college, my coaches would always say, without fail “You never know who's watching.” Well, you never know how true this is until someone surprises you.

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Blog Feature

Expressed Interest  |  GCS Culture

Four Absolutes of Quality

In the 1980’s, Philip Crosby came up with the Four Absolutes of Quality. We have used the Four Absolutes as the foundation for planning sessions, key decision-making and process improvement. So, what are the Four Absolutes? Quality is defined as conformance to requirements The system for causing quality is prevention, not appraisal The performance standard must be zero defects The measurement of quality is the price of nonconformance

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Blog Feature

10 Years  |  GCS Culture  |  Innovation  |  Leadership  |  Outsourcing  |  Productivity  |  Sales  |  Strategic Planning  |  Technology

Listen to CEO, Greg Alcorn talk about GCS's Beginnings and Growth, both at the Company and Industry Levels.

  At the end of July, GCS is going to be celebrating it's 10 year anniversary.  In honor of such an accomplishment, especially in an environment that is seeing many businesses fail, we're going to be providing some historical perspectives on our growth and changes in the industry over the next several weeks. Two years ago, Greg Alcorn talked to Smallbiz America about GCS.  Listen to the brief interview here. Related articles Marketing & Communication Tips for Your Agency (gcsagents.com)

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Blog Feature

GCS Culture  |  Leadership  |  Motivation  |  Performance  |  Productivity  |  Strategic Planning

Staying on Course with Strategic Meetings and Improving Successful Processes

Twice a year we formally block out two days to evaluate how closely our daily activities are aligned with our strategic objectives and then make any adjustments to stay on course. In many ways it is a matter of concluding we need more of the same, just better.

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Blog Feature

ABIA  |  Call Center Tips  |  Communication  |  GCS Culture  |  Increase Profits  |  Marketing  |  Performance  |  Relationships With Your Customers

Tips for Selling Anything!

We did a webinar with the ABIA yesterday.  We covered some marketing and communication tips and best practices for your agency.  Here are some of the tips that were covered.

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Blog Feature

Call Center Tips  |  Careers  |  Communication  |  Employee Engagement  |  GCS Culture  |  HR  |  Leadership  |  Motivation  |  Performance  |  Productivity

Will I Ever Be Engaged? Exploring Employee Engagement in the Workplace

  A good case for the necessity of employee engagement. via Gallup.

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Blog Feature

GCS Culture  |  Productivity

Building Rapport!

I recently had the opportunity to spend the week in our Odessa, TX center.  Not only was it a nice excuse to escape from colder climates, it was also a great opportunity to visit with the team and check out some of the great things that are taking place.  During the week I witnessed the self-coaching process, firsthand. The management team and associates have done an outstanding job incorporating this initiative into their daily routine.  While walking the floor with the managers as the process was taking place, one idea kept coming to mind – how great it was to see the relationships and rapport that was growing each day between supervisors and agents. I found an article that talks about rapport and how it relates to the coaching process.  Although it deals with coaching in a law firm, many of the principles certainly apply to our industry as well.  Find out what it takes to develop a “mutual absence of vulnerability.”

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Blog Feature

Communication  |  GCS Culture  |  Increase Profits  |  Relationships With Your Customers  |  Sales

Is a Yellow Rose, still a Rose? The art of knowing what your customer wants.

Image via Wikipedia

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Blog Feature

GCS Culture  |  Motivation  |  Performance  |  Productivity  |  Wellness

The Benefits of Laughter in the Workplace

Mark Twain once said “The human race has only one really effective weapon and that is laughter.”

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Blog Feature

Client Relationships  |  Communication  |  GCS Culture  |  Leadership

Planes, Trains, Automobiles, a Misplaced Laptop and Team Support

I found myself challenged with the topic for the blog given everything I experienced last week. Even with the typical trials of traveling, from cancelled flights, locked keys in rental car and treacherous driving conditions,( not to mention my laptop taking a roundtrip vacation to NJ for the weekend,) I landed on what I feel was the most important theme of the week, Team Support = Sales Support.

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Blog Feature

GCS Culture

Thank-You!

Has it really been 9 years? Let me start by saying something that I have not said nearly enough over the years -  Thank You.  GCS would not be the company we are today if it were not for the leap of faith taken by a group of dedicated people nine years ago.  I’ll never forget that first morning in Oak Hill, WV.  All 40 or so of us crammed into a make-shift break room.  We were training on a product that none of us had experience selling; and selling over a system that we had never dialed on before.  It was so new in fact, that our attempts to dial that day were stymied because we were  unable to get the new dialer to function.  So, our first day of calling took place on the 11th.  You know what, we actually made a few sales and felt somewhat successful.  We were off and running.   Main Street, Oak Hill, WV   Well, there have been lots of sales since then and mostly successful days.  Once again, thanks to the groundwork laid nine years ago in that tiny little office in Oak Hill.  Not a day goes by that I am not proud to work with each of you and be a part of this team. Looking back at the growth and accomplishments stretches the calendar as well as the years.  One feels all that was accomplished should have taken a longer period of time.  However, realizing the impact we have made on our associates lives and the communities we are fortunate enough to be a part of makes it seem like just yesterday.  Getting pictures from our centers in Texas, Florida, Arizona, Maine, and the others continuously reminds us of how blessed we really are. I’m not sure what the next nine years has in store for us.  But I can promise you we will continue to do all we can to evolve and grow as the industry matures. We look forward to the new opportunities to satisfy new clients, open more centers and develop our employees. Thanks again!

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