Expert Customer Service Solutions

GCS is the industry leader in managed contact centers for good reason. We have the knowledge and expertise to handle all your customer contact needs. Omnichannel options meet the customer in their channel of choice. Workforce management and flexible scheduling ensures sure someone is available to take the call. Target agent selection and the daily training and coaching provides exceptional customer support and service.

GCS manages the thousands of inputs required to find, train, staff and manage your outsource team. Whether you want help handling calls, completing back office tasks, or building your next center GCS is your all-in-one outsourcing solution.

Whether in your center or ours, let us assemble a team that is a true extension of your dedication to the customer. GCS makes your contact center great with effective human capital management.

We get it. Managing contact center staff is a multifaceted challenge. At GCS, we have the experience to handle it. We start with careful defining the right skill set and attitude for your program. Then we recruit and select the agents that fit. But that is just the beginning. Training is done before a project or campaign starts, but we don’t stop there. We provide ongoing coaching and support to develop employees and provide continuous customer service improvement.

Agents are grouped in teams and inspired by dedicated Team Leaders. Our Workforce Management team uses forecasts and historical data to adjust staffing and schedules to match the team to your demand. We minimize idle staff at low demand and staff up to meet the peaks. Our effectiveness with people and efficiency with the process adds up to real value for you.

GCS knows people, but we also know process. Let us help your company improve your center in all phases of operations. We study your company, culture, needs and objectives before offering a solution that fits. We design a workflow that emphasizes your unique talents while meeting your performance goals. We can help you discover opportunities while achieving new levels of efficiency through new tactics, technologies, better resource management, and process improvement. Often we simply improve the use of the tools you already have.

Ready for an upgrade, but want what works, not just shiny new stuff?  Together, we can explore multiple contact channels, technology integration, and technology options. GCS can help you with regulatory and data security risks as well. Put our experience to work for you!

Having the right training and education makes it easy for agents to deliver top performance. Having an on-going coaching and feedback is a winning strategy for continuous improvement - everyday. Our F.E.E.D program provides daily feedback to agents and is unique in its coaching and learning approach.

At GCS, we use proven adult learning strategies to match the agent to their style of learning. Our training style is packed with activities and designed to mimic real-world scenarios and impart your company culture. Employees get to practice what they learn. Both in the classroom and during nesting activities.  

Our program includes our proprietary training program that focuses on soft skills and empathy. “Say This. Not That. Most of the time” (™) contains the essential building blocks of customer service. The program is SHRM certified and endorsed by call center organizations. We even have it available on-line or licensed for your team.

The training approach is time and cost-effective. From insurance to healthcare, tech support to security, we ensure agents deliver on the customer experience while meeting all compliance requirements.