Put the custom in
We are Contact Center Experts. Outsource your staffing and management with GCS for the WOW experience you deserve.
What can BPO do for you?
Best return on YOUR investment
- Proven, streamlined transition process
- Startup to full production in 30 days
- Delight your customers and your boss
Fundamentals for your program
- 24/7/365 coverage
- Domestic agents with competitive pricing
- Scale and flexibility to speak your language to ALL customers
An extension of your customer service
- Real time reporting
- Real time training
- Mirror YOUR best practices
- Customized programs to match your customers’ needs
What Makes Us Different
The 4 pillars of outsourced contact center expertise.
Hindsight is 20/20. Prove it. In the year 2020. First Responders were essential, so was GCS. See how we came to the rescue during the Pandemic.
We're not happy if you're not happy.
We meet and exceed SLAs. GCS has maintained the COVID Hotline for 68,000 MTA New York City Transit employees throughout the pandemic. Each and every month, GCS has exceeded all service level agreements including average speed of answer and customer satisfaction. It’s called a Hotline for a reason. Our average hold time is 13 seconds.
Your customers will look forward to talking with us:
In March, “social distancing” was mandated in our client’s building. Our 700+ employees had to move from 400 shared workstations to a new Remote Agent model. In less than three weeks, GCS mobilized its workforce to have 75% of our associates work from home while maintaining remarkable customer satisfaction. How about Employee satisfaction? Our associates save two hours a DAY in commuting time!
On your time on your budget:
The costs associated with the facility, equipment, technology, and agents for an in-house contact center are significant. GCS reduces the cost of your business processes with our scale and our process expertise. Save 20% with our variable cost model.
Take our innovations to the bank:
Unemployment claims increased by millions in April, and our process expertise helped meet the contact center demand surge. The Department of Labor entrusted GCS to support claims processing in New York state. In three months, GCS assisted in processing over 700,000 claims. That’s $420,000.00 into the economy every week!
5 key benefits for you
After 200 million phone calls, every interaction is important. Process expertise means flexible and scalable business process outsourcing with dependable results for you and your customers and constituents.
Hourly workforce scheduling
Scale from 30 to 300 full time equivalent employees in no time flat.
Micro workforce management
We create variable costs for you with a deep bench of full and part time experts.
Instant quality assurance
Daily feedback system for real time message adjustments.
Streamline production management
A flat organizational chart means lightning fast implementation for you.
Fanatical customer service
We literally wrote the book on soft skills and customer service, with a world-famous soft skills training program.
"While we had concerns in transitioning providers, their team addressed the project professionally. Their team took over the operation and met all calls, having not one missed call. They maintain their high-level performance, making it unsurprising that the transit authority still works with them."
Thomas Charles, Frm. VP of Paratransit Division, New York City Transit
"GCS has always been flexible to meet our needs and they strive to fully understand our business just as much as we do."
Vendor Manger, Insurance Company Client
"Through the hard work and dedication of your team we were able to hit an aggressive goal of implementing 5 new processes in 3 weeks. Thank you to you and your teams for your dedication and commitment on all levels; it has been a pleasure working with you."