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The GCS Blog

The GCS Blog

Helpful information on Contact Centers, Customer Service and People Skills

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Outsourcing

4 Ways to Improve Contingent Workforce Performance in Your Call Center

Improving contingent workforce performance in your call center can be a challenge. These workers are not like your regular staff. They were hired on a temporary basis, usually by an outside staffing company or outsourcer, to complete a specific project. Contingent workers are often paid differently and receive less training than your full time workforce. They may even have different performance standards. All of these factors can make managing this personnel a contingent workforce difficult, but it doesn’t have to be. While comparing a contingent workers to regular staff is often like apples to oranges – there are things you can do to manage both groups efficiently. The following workforce management techniques will help you improve contingent workforce performance.

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Call Center Tips  |  Contact Center  |  Contact Center Consulting  |  Contact Center Vendors  |  Outsourcing

16 Keys to Successful Contact Center Outsourcing

  "A great outsourcer should deliver positive outcomes for your KPIs. But, our experience shows there’s much more to demonstrating proof of outcomes than simply meeting KPIs."

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Outsourcing Guide

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Call Center Optimization Forum  |  Call Center Tips  |  Contact Center Consulting  |  Contact Center RFP  |  Contact Center Vendors  |  Inside a Contact Center  |  Management  |  Outsourcing

How Does Your Contact Center Vendor Measure Up?

"A strong vendor management program can properly locate & manage the right vendor partner in a crowded and chaotic competitive field."

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Best Practices  |  Call Center Tips  |  Disaster Preparedness  |  Outsourcing

Keeping Customer Service Available During Natural Disasters

Minimize damage to your call center operations in the face of disaster With Hurricane Sandy on everyone's mind we would like to take a moment to provide some helpful information on disaster preparation from a contact center standpoint. Safety is everyone's first concern, both for employees and customers, and an abundance of resources exist to reference in the face of a natural disaster.  See the CDC's Hurricane Readiness Tips

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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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BPO  |  Best Practices  |  Call Center Tips  |  Customer Service  |  Increase Profits  |  Outsourcing  |  Productivity  |  Relationships With Your Customers  |  Sales  |  Sales Tips  |  Time Management  |  Tips & Tricks  |  featured

Credit Card Growth Case Study

Building a Relationship to Spur Long-Term Success in Credit Card Sales Over the years, we have had the opportunity to service our clients and exceed their expectations, even beyond what they originally anticipated. One example comes from a large US bank, seeking assistance with credit card acquisition and fulfillment. Several years ago the client sought an outsource provider to help fulfill credit card acquisitions in a way both cost-effective and revenue-generating. The organization’s goal was to develop a substantial number of new client relationships using both inbound and outbound voice services.

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