Expertise

Delivering Benefits

Federal agencies that deliver benefits to citizens, administer grants, and provide core services to other agencies have similar administrative and management responsibilities. Not only must they operate efficiently to better serve citizen and agency customers, they must also communicate clearly and meet the expectations of the groups they serve.

Since 2001, Global Contact Services expertise has successfully managed the people, process and technology for running contact centers and back office support operations to support these responsibilities.

We are focused on three things:

  1. Providing Contracted Contact Centers and Operational Support Resources
  2. Conducting On-Site Management of the operations in Government Owned Facilities
  3. Assisting with Consulting and Advisory Services for Contact Centers and Operations Support Teams

Our people are fully trained to answer questions, fulfill tasks and keep the operation running smoothly for our Federal clients and partners. Our clients gain significant improvement in the performance and responsiveness of their organizations to their customers. We hire and manage the people, control the process and integrate the technology – theirs and ours- to accomplish a high quality, repetitive and scalable outcome. Our dedicated managers work closely with the agencies to make sure their concerns are ours. We pride ourselves on being on time and on budget.

In the contact center and operations support area, GCS can provide scaled solutions from full turnkey operations to consulting support for captive or contracted centers.

contact center & operation support services

 

Contact Center and Operational Support Services

The volume of calls, emails and faxes coming into the offices of government agencies and companies continues to rise. Add chat and text session monitoring, video conferencing and web app support and you have a communications tangle. Global Contact Services solves the problem by keeping you in touch with your customer – no matter the channel. We manage, staffs and operate contact centers of all sizes. Whether done in one of our centers, managed in a government owned facility or dispersed as home agents, we deliver your message as intended, in a consistent manner regardless of the channel.

We provide:

  • Dedicated and shared; full and part time staffing for normal and peak periods
  • Professional training in customer service, quality process and compliant activity
  • All recruiting, hiring and management of the staff
  • Monitoring and quality assurance tracking
  • On demand service level and statistical reporting
  • Management and operational recommendations

GCS delivers the level of support needed to meet the requirements and satisfy the customer. Our support can be provided in variable increments, during a predetermined period of time or around the clock.

Our flexible models are designed to work in the environment that you need.

We can:

  • Manage the work on premise in a Government Owned Facility (GOF)
  • Use our off-premise, secure contact center with dedicated or blended staff
  • Provide a dispersed or specialized skill model with At-Home Agents
  • Hybrid models to meet overflow, after hours, emergency and international needs

Our telephony infrastructure is securely integrated with your system, either cloud or premise based. We work directly in your customer relationship management (CRM), database, app and website.

Your customer communications can be in the form of:

  • Live Agent Voice
  • Live Agent Video
  • IVR
  • Chat
  • Email
  • Fax
  • Surface Mail
  • Text

GCS understands the need for security and compliance. Our background includes work in the insurance and financial markets where we had to protect hundreds of millions of customer data records. We are well versed in compliance and have passed every audit. Our facilities are secured and require identification to enter. In the workstation, all calls are recorded and activities logged to provide coaching and protect the employees and customers from unfounded accusations.

We provide the people, process and technology to increase performance and satisfy all requirements, while providing the lowest cost and best value among technology options. All customer channels and messages are integrated, secure and compliant. Contact GCS today to manage your contact center and operational support needs.

LEARN MORE ABOUT OUR PAST PERFORMANCE.

Consulting Services

Our consultation and advisory services help you improve the effectiveness, efficiency and cost of your current contact center. Our management team has over 30 years of contact center and operations support experience in a wide range of industries. That life-long experience coupled with data driven analysis provided real life solutions to your biggest contact center headaches. We work with you to improve your results whether you operate the center or contract the operation with someone else. Listed below are ways we can help.

LEARN MORE ABOUT OUR TEAM

Business Drivers

  • Meet Call Center SLAs
  • Reduce Agent Turnover
  • Move more Customer Service to Self Service
  • Redesign/Build Contact Center
  • Reduce Data and Regulation Risk
  • Increase First Call Resolution (FCR)
  • Expand Customer Channels
  • Subcontract Back Office Processes
  • Improve Customer Service Skills
  • Reduce Customer Service Costs
  • Heal a Toxic Call Center Culture
  • Prepare for Call Center Disaster
  • Makeover of the Facility
  • Operational Location Consolidation
  • Contact Center Scalability
  • Facility and Data Protection
  • Increase First Language (L1) support

Solutions

  • Outsourcing Selection or Specifications
  • Managed Services for Government Owned Facilities
  • Compliance and Audit Services
  • Management and Agent Training
  • Multi-Channel Implementation
  • Public Private Options
  • Contractor Management or Assessment
  • Human Capital Management
  • Contact Center Interventions
  • Managed IVR solutions
  • Disaster Preparedness Plans
  • Technology Selection
  • Cost Containment Modeling
  • Overflow and Seasonal Management
  • Social Media Moderation

GCS will come to your facility, conduct the needed investigation and provide a documented game plan for correcting the problem. We even provide project or implementation management and services to give you the oversight or needed resources to fix the issue. Engage the GCS Team to work with you.