We understand human communications and how to help agents communicate with your customers. Our proprietary approach to hiring, training, and teamwork delivers performance that adds value to your company. We understand
Organizations, like people, are unique. By using a mix of people, process and systems, we blend together a program that reflects your company values and meets your needs. We provide call center solutions.
- Contractor of turn-key call centers and back office services
- Staff training that delivers consistent customer service
- Technology, channel and self-service integration
GCS helps you deliver a quality customer contact experience for each customer, every time.
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
GCS manages the thousands of inputs required to find, train, staff and manage your outsource team. Whether you want help handling calls, completing
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
GCS knows people, but we also know
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 -
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.
GCS has an seasoned, contact center centric management team. Call on us to handle all your contact center operations or invite us in to train your staff and improve your back office processes. Experience the difference that hiring an experienced contact center company makes in your operations and performance. Share your challenges with us. Together we can discuss next steps. Let’s talk!