Global Contact Services (GCS) provides contact center management, outsourcing, staffing, consulting and training services. They focus on streamlining processes to improve customer interactions and key performance indicators like customer satisfaction scores. GCS can provide full or partial staffing through their domestic contact centers that operate 24/7/365. Their services include contact center design, technology implementation, agent training and management to deliver consistent results and meet service level agreements.

1. Innovative centers, intelligent staffing and effective consulting
that boost performance and blow the roof off your results
Make Contact
Contracted,
Managed Or
Outsourced
All Channels
Live Agent
& Self-Service
Dedicated,
Shared Or
Blended
Staffing
Scalable
Process
Domestic
Centers
24/7
X
365
On Premises
Or Offsite
Solutions
Complete
Back Office
Capabilities

2. You live and breathe
for your customers.
So do we.
Let GCS pump new life into your contact
center with smarter customer interactions
that deliver competitor-smashing results.
Our innovative, intelligent and cost-effective
process improvements and program designs
will boost your performance and blow the
roof off your metrics. We track customer
interactions at every touch point, and our
data analytics give you the insight and power
to stay agile and ahead of the competition.
Whether honing strategic business objectives
to staffing the perfect location, GCS is a true
partner in your success.
Smart, Savvy Staffing
We have identified, screened, trained and
supplied thousands of successful contact
center teams in our centers and for our
clients' centers. Choose the level of service
that works for you -- full time, part time, full
project or partial project staffing.
GCS Delivers the Key Performance Indicators
That Matter Most
» Great first call resolution rates
» Speedy response times
» On-target service level agreements
» Superior contact quality
» Ideal customer satisfaction scores
» Accurate call volume forecasting
» Low cost per transaction
» Full self-service accessibility
Meticulous Management
GCS offers outsourced and managed solutions
for call centers of every size. From one site to
multi, whether in our center or yours, our
data-driven management services combine the
latest in technology, customer service and
industry best practices to give you the best
return on your investment.
GCS Management Services Include:
» Contact Center & Process Flow Redesign
» Multisite Strategy & Implementation
» Recruiting, Training, & Scheduling
» Technology Assessment & Implementation
» Vendor Evaluations
» Financial Analysis
Sticky Training
Our mix of coaching, self-directed learning,
real-life simulations, classroom learning and
skills assessment, keep your contact center
agents engaged and productive throughout the
life of your program.
Zero Learning Curve
Consulting
Our consulting methods are straightforward and
sensible. We don’t waste your time and energy
on distractions – we help pinpoint your needs
and partner with you to develop strategies that
work, and execute programs on your timetable.
Tech Your Way
Use your technology or ours – it’s up to you.
Whether you use hosted systems or cloud-based
services, our open architecture, flexible
connectivity and partner services make it easy
for us to connect and share in a secure
environment.
GCSagents.com | contactus@gcsagents.com | 1-888-784-8812

3. Process Centered
» Deliverst consistent performance at the lowest possible cost per transaction
» A relentless focus on process, people, operations & technologies yields unbeatable
KPIs
» An integrated approach to live agent and self-service customer interactions delivers
better customer-facing experiences
Results Oriented
» Service Level Agreements are met quickly and ideally, with repeatable results
» Interactions designed to deliver outstanding customer satisfaction scores,
build loyalty, and increase revenue streams throughout the customer lifecycle
» Agents are continually monitored and coached for continuous improvement and to
ensure all center goals are met
Scalable
» Flexible programs to handle market fluctuations, seasonality and other variables
» Accurate workforce management and forecasting match agents to call volume
» Self-directed & voice-enabled IVRs & other 24/7 self-service options provide immediacy
Sensible
» Streamlined processes eliminate waste, redundancy, and help keep costs low
» Agents & CSRs are cross trained to handle multiple call types to maximize productivity
» Flexible agent management: traditional outsourcing models, client-premises staffing
and at-home agents
Responsive
» Agile, flexible processes enable fast responses to unanticipated spikes in call volume
» Live agents are trained to provide the highest level of customer experience,
and are continually monitored for professionalism and effectiveness
Fully Compliant
» PCI-DSS, PACE-SRO, HIPAA and more
» All agency and regulatory bodies, including CFPB, FTC, FCC and others
» All applicable federal, state and local laws and regulations
© 2016 Global Contact Services All rights reserved.

4. Contact Center Management, Outsourcing,
Staffing, Consulting & Training
As simple as it may seem, we believe that practical,
sensible, and straightforward solutions to delivering
great customer service is the best approach. That’s
been our outlook since establishing GCS in 2001.
We are obsessed with process, because we
know it works. Nothing makes us happier
than to see the processes and programs
we design make our customers happy.
One of our most important mandates is
to hire nice people. We pride ourselves
on teaching agents and CSRs to do
more than deliver scripted routines.
Helpful interactions make happy
customers, and happy customers
are the key to success.
We start there and support
them with great coaching and
management that returns
wonderful results.
We Love Your Problems.
You’ll Love Our Results.
GCSagents.com
contactus@gcsagents.com
1-888-784-8812
© 2016 Global Contact Services All rights reserved.