The College invited GCS in for a 90-day evaluation, consultation and implementation plan. The GCS team included subject matter experts in each key to uncover areas of opportunity and provide implementation plans and key performance metrics for sustaining efficiency over time.
Externally, GCS reached out to the peer network to identify areas of excellence and areas of unmet needs. They conducted over 90 interviews nationwide, of colleges and universities to document and compare call center activities for communicating with potential and existing students. This peer review was presented to the client for help in decision making, goal setting and resource requests.
conducted an 18-month long selection process to find a new firm to run its CSC. In its Request for Proposal, Agency clearly outlined its expectations for
- Improved Service Levels
- High Customer Satisfaction and
- Strict Budget Adherence.
After reviewing proposals from a dozen companies, the Agency selected GCS to turn around its struggling CSC.