GCS Wins Two 2020 Excellence in Customer Service Awards
Global Contact Services (GCS) was chosen as top of class in two categories of the 2020 Excellence in Customer Service Award presented by Business Intelligence Group. GCS was recognized as the “Outsource Partner of the Year”. At the same time, their long-time associate, Beverly Hamilton, was acknowledged for her outstanding work by being named the “Manager of the Year”.
Ms. Hamilton has been with GCS since 2013 and is a true advocate for customer service. In her current role as Assistant General Manager, she personally reviews customer concerns to identify and correct any underlying issues. She was cited for her smooth coordination or staff, innovative floor management, and strong leadership of her team of 350 associates. Her team appreciates her “hands-on” style and personal approach to coaching and feedback. She has led GCS in delivering seven years of record-setting performances. All while staying under budget. “We are elated to have her as part of our GCS team.” Greg Alcorn, CEO of GCS exclaims.
“Year after year the role of customer service plays a more important role in all of our lives,” said Maria Jimenez, chief operating officer of the Business Intelligence Group. “We are thrilled to be honoring GCS as they are leading by example and making real progress on improving the daily lives of so many.”
How does innovation drive GCS? Hear personally from Greg Alcorn.
“Why? That’s the question we get from consultants and rear-view thinking people. At GCS, we ask “what if”?
Innovation isn’t about questioning what we’re doing. It’s about testing and experimenting. As Tom Peters said, “fail forward fast”. Or Thomas Edison’s value of discovering what DOESN’T work.
Innovation at GCS is challenging paradigms. The slightest shift in a process can make exponential returns for our clients. Examples? Our Daily Feedback sessions, a model that blends office and at-home agents, our commitment to cross-training everybody, and flexibility in pricing for client satisfaction and scalability.
Innovation at GCS is a lifestyle. A part of our culture. If you encourage innovation you have to be ready for failing. At GCS, we want to fail fast, so we can get to the successes fast, too.”
An example of GCS’s efforts in innovation to bringing about great customer service is their proprietary program “Say This. Not That. Most of the Time.” It is an online training course we developed based on 20 years of training agents. It helps new agents hone the fundamental building blocks of excellent customer service. It allows them to see and practice delivering quality customer services through a combination of video, worksheets, and assessments. All presented in an engaging format. The program prepares all agents to deal with different customer contact scenarios and loads their communication toolbox with skills and approaches to use every day.
GCS plans to continue to do its best to adhere to bringing about greater and better customer services through innovation.
About Business Intelligence Group
The Business Intelligence Group was founded with the mission of recognizing true talent and superior performance in the business world. Unlike other industry award programs, these programs are judged by business executives having experience and knowledge. The organization’s proprietary and unique scoring system selectively measures performance across multiple business domains and then rewards those companies whose achievements stand above those of their peers.
Contacts
Maria Jimenez
Chief Nominations Officer
Business Intelligence Group
jmaria@bintelligence.com
+1 (909) 529-2737
George Simons
VP of Business Development
Global Contact Services (GCS)
+1 (704) 647-9621, ext. 107
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