We’re GCS: An Industry Leader in Managed Contact Centers and Back-Office Operation Solutions
GCS is an industry leader in providing turn-key, US-based contact center solutions for mid-size to Fortune 50 clients. If you are considering a change in your contact center and back office operations, our expertise and solutions can potentially save you millions of dollars and dynamically improve your customer experience.
We’ve spent the last 20 years refining and delivering multi-channel, customer contact experience for some of America’s strongest and most-recognized brands. Our business model is flexible enough to provide these services in one of our GCS centers or on premise at an existing site.
Call Us if You Are Considering:
- A change in your contact center or back office provider.
- A brand-new call center or back office operation.
- Professional staffing and management of your existing center.
- Consulting on any element of the contact center and back-office model.
Our methods can help you turn your contact center into one of your businesses greatest strengths.
Here’s how we do it:
- Redefine the customer contact experience to optimize sales.
- Focus on providing consistent performance to meet all goals.
- Superior management methods with the power to transform your contact.
Get to Know Our Services & Solutions
We Provide Agile, and Accessible Contact Center Vendor Services
Join our commercial and public-sector clients who experience the power of our cost-effective, compliant, and sustainable solutions. How do we do it? We believe in our process-focused approach to manage the complex mix of people, operation and technology to deliver results. We manage your business as if it’s our business – with an attentive, diligent eye focused on continuous improvement and innovation.
We partner with our clients to deliver the optimum solution that balances customer satisfaction with short-term and long-term organizational goals.
We work with you to dramatically improve your company’s:
- Customer Service and Sales
- Tech Support and Help Desk
- Case Management
- Social Moderation
- Website Support
We Provide Workstation Activities and Management Services that Deliver Savings and Solutions
Workstation activities includes both voice and non-voice actions. We’re talking everything from simple customer care to complex claims processing. We do it all through our high speed, resilient and secure network. Let GCS process the information you need to keep your business dynamic and strong.
Those services include:
- Account Servicing
- Content Moderation
- Document Indexing
- Background Checks
- Auto-Line Verification
- Case Registration
- Reverse Logistics
- Toll Processing
- Image Matching
- Invoicing and Collections
- Data Entry
- Claims Form Processing
- Help Desk
- Social Media Care
- Customer Care
Partner with Us to Improve Your Contact Center Support Services
We have the expertise and the resources to provide focused selection, ongoing quality assurance, agent coaching, and quality audits to grow results without growing your internal staff.
We Can Support:
- Facility Management
- Program Management
- Sales Verification
- Production Control
- Quality Assurance
- Agent Performance
- Client Monitoring
- RFP Creation and Selection
- Auditing Surveys
- Seed Call Programs
- Agent Coaching
- Agent Utilization
- Workflow Design
We Design and Deliver Customized Approaches
The Managed BPO (MBPO) world offers companies a real opportunity to improve performance and reduce cost. Challenge GCS with your biggest headache. We’ll put our team, technology and expertise to the test to create a solution that works for you. Our team will carefully and dynamically assess your needs and advise if we have a solution to meet your requirements.
Examples of custom approaches or solution:
- Turnaround of a low-morale, low-performance center into a Benchmark Portal, #1 Center.
- Over $35M is savings through consolidation of operations into one center.
- Active Workforce Management to increase service levels with 30% less staff.
- Call Center Consultation eliminated 40% of inbound calls.
- Designed and host on-line Soft Skills Training Program for national call center organization to use with its members.
- Changes to IVR self-service methods reducing agent volume 20%.
- Shifting of internal operations to lower cost center locations through Build-Operate-Transfer model with an 18-month ROI.
- 9-Sigma Data Management and Security.
- QA program delivering record-setting CSAT scores.
- Elimination of staff through integration of several organizational “hot-lines” into one center.
- Set up and staffing of a 700 FTE inner-city center in 90 days.
- Web support for Multilanguage and multi-time zone reservation system.
- Creation of exclusive E.E.D coaching process and platform increases agent performance and retention 15%.
- Active monitoring and reporting of vendors to increase service and competition to lower cost per transaction.
- Standardization of equipment and Unified communications to speed operations.
- At-home agents, alternate sites, geo-dispersed technology and other methods of Disaster Avoidance battle tested through multiple natural disasters.
- Introduction of competitive suppliers saving millions annually.
- Management of client campaign across multiple centers to improve sales per agent 24%.
- Client customer satisfaction rate of 75% with GCS based on the customer complaint rate.