An Outsourcing Service Partner That Understands Your Business
At CGS, our Business Process Outsourcing (BPO) teams understand your brand identity and values, to the degree that they become seamless extensions of your own team. Our agents are problem-solvers, not script readers, and work hard to drive customer loyalty by making each interaction personalized, attentive and enjoyable.
According to NewVoiceMedia, $41 billion is lost by U.S. companies annually following bad customer experiences. And, 91% of unhappy customers will not willingly do business with you again, per Lee Resources. Providing superior customer service and building brand loyalty are critical to your financial growth since repeat customers spend more and spread the word about the brands they love.
Loyalty matters a great deal to CGS as a company, not only as an outsourcing provider. Our average partnership has lasted more than nine years and over 90% outsource more call center services each year.
See the difference a loyal partnership can bring to your business.
Supporting Digital Customers
Tech gadgets have become the center of our lives. As companies develop more powerful, complex products, and users become more tech-savvy with higher expectations for the quality and expediency of help, IT teams must deliver exceptional support services to stay competitive.
Customers are using social channels to vent frustrations and seek advice from their networks. This has translated into tech teams having to be more knowledgeable in their products to keep up, monitor conversations across channels and interject when needed. That requires the sophistication to follow users in their journey.
CGS’s technical support outsourcing solutions, including social media monitoring, can help your customers get the most out of their technology.
Enabling Employees to Consistently Exceed Customer Expectations
Harvard Business Review research has shown that a 5% increase in customer loyalty can boost profits by as much as 25% to 85%.
Securing the hearts and minds of your customer base through training is a high priority with a high return on investment, but it also can be high effort if you do it alone. CGS Enterprise Learning has expertise in building scalable customer experience, loyalty and sales training programs that can interactively reward employees for consistently exceeding customer expectations.
We know that the key to developing effective customer experience learning programs is determining how to cultivate loyal, profitable customers in a way that aligns with your company's specific strategy, processes, technologies and culture.
Meet Consumer Demand
A recent Forrester Research report found that 51% of retailers surveyed were unable to fulfill between 2% and 10% of orders. Yet, consumers are more enlightened and empowered than ever before and they are placing ever-greater demands on retailers to either "get it right" or lose their business.
Consumers are also increasingly using social media and alternative channels to communicate with and about the retailers; therefore, keeping pace with today's empowered consumer is essential for the retailer's long-term prosperity.
With consumers expecting anytime-access to the information, products and services they desire, CGS’s BlueCherry® Enterprise Suite provides integrated retailers with the tools to meet demand and thrive in a highly competitive marketplace.
CGS Named to the 2018 Global Outsourcing 100®
Recognized among the world’s best outsourcing services providers for third consecutive year New York, NY – February...
CGS Achieves SOC 2 Certification
Demonstrates Continued Commitment to Customer Data Protection New York, NY – February 7, 2018 – CGS, a global provider...
CGS Survey Findings Show Lack of L&D Programs for the Deskless Worker Population
Companies stand to lose top talent when failing to provide training and feedback New York, NY – February 1, 2018 – CGS...
Webinars & Events
CGS to exhibit at PI Apparel Los Angeles 2018
CGS is excited to exhibit at the PI Apparel event in Los Angeles, which will take place on Feb 12 – 13 2018. PI Apparel...
From Hire to Retire Webinar
Join CGS and other top experts as they share tips on driving success by providing exceptional experiences across the...
What You Need to Know When Evaluating AWS-integrated Disaster Recovery Solutions
CGS will speak with Amazon and CloudEndure about how, in growing its business exponentially, it was challenged to find...