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.Explore our BPO Services
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.Learn about tech support services
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.Discover our Learning Consulting services
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.Learn more about BlueCherry
CGS provides award-winning multilingual customer support services including inbound and outbound customer inquiries, order processing, reservations, loyalty programs and service activations. Our agents manage more than 50 million interactions per year across multiple channels including phone, email, chat, web and social media. With agents who speak languages that cover 80% of the world, CGS can handle all of your customer service needs.
CGS's Enterprise Learning solutions deliver award-winning, customized eLearning content through innovative formats such as gamification and simulations, just-in-time mobile learning and video vignettes. In the last 30+ years we have helped eLearning transform from completions and smile sheets to engaging experiences that deliver on business KPIs. The reason is simple: eLearning is cost-effective, speeds up learning, and also increases knowledge retention and productivity.
Embracing change in the digital age can seem daunting especialy when learning styles are also changing at an accelerated pace. Companies need agile, continuous learning to stay competitive. To help you scale, CGS draws on expertise driving breakthrough performance for global enterprises, regional companies and government agencies. CGS's Learning Consulting Services help you bridge the skills gap by designing proven and innovative learning solutions for your specific needs.