SIMPLIFY WITH CUSTOMIZED OUTSOURCING SERVICES
Business Process Outsourcing (BPO) benefits include reducing costs, greater efficiency, and increased ability to focus on core functions. To achieve these aims you need a partner who understands your BPO goals and has the expertise to meet them. CGS provides award-winning call center outsourcing services that are comprehensive and tailored to your needs. This includes onshore or off, inbound or outbound, seasonal, 24x7x365, afterhours, global or multichannel contact center services
OUR BPO EXPERTS ARE THE HEART OF OUR SUCCESS
Over 7,000 CGS specialists provide high-quality global call center services in over 25 languages from our operations in North America, Romania, Chile, Israel and India. Our training and recruiting methods ensure we consistently handle your customers with expertise, care and empathy. CGS specialists embrace your brand identity and speak to your customers as an expert problem solver, because we understand that every interaction matters.
CLEARING HURDLES WITH BUSINESS PROCESS OUTSOURCING
As your company scales, a common hurdle can be finding the right talent to sustain your growth. Outsourcing business processes like customer service, accounting, finance, or tech support, allows you to focus on your core competencies and maintaining your competitive edge. Our teams manage over 50 million customer interactions per year and can efficiently scale up or down with your changing business needs.
WHY PARTNER WITH CGS FOR YOUR BPO NEEDS
As your partner, we will propose new ideas, keep you informed on the latest technologies and communicate often and effectively to build trust. We make outsourcing processes seamless and work hard to understand and exceed your goals, so we can quickly respond together to the unexpected. Our people are at the heart of our award-winning customer service and long-term partnerships.Watch Xylem's Testimonial
A help desk team is the human face of your company’s support system. To keep your company running smoothly and efficiently, your support team must be highly professional and competent. CGS agents are experts at tier 1-3 and issue resolution for POS systems, hardware troubleshooting, software and custom application support. Our facilities are SOC 2 Type 2 certified. Our teams are problem-solvers, not script-readers. They possess the knowledge and skills to handle your employees’ changing technology needs.
CGS provides award-winning multilingual customer support services. This includes 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 – phone, email, chat, web and social media. With agents providing language coverage for more than 2.25 billion people worldwide. CGS can handle all your customer service needs.
Telesales & Telemarketing
Our specialists are experts in business to business (B2B) and business to consumer (B2C) sales, marketing and customer experience. They drive revenue cost-effectively through inbound and outbound telemarketing and telesales campaigns. This includes customer retention and loyalty, new sales, up-sell and cross-sell opportunities. CGS was recently ranked #1 in sales among all telesales and telemarketing outsourcing partners by one of the top five largest U.S. wireless providers.
Our technical support solutions adhere to best practices developed over 30 years. We have experience resolving a broad range of technical issues for world-leading PC makers, telecommunications, high-tech and consumer electronics companies. We’re adept in the leading help desk systems such as ServiceNow; so, we’re compatible no matter what tools you use. We can offer your customers predictive and proactive support services. CGS tech support staff deliver 80% or better first call resolution on simple questions and advanced product support from our state-of-the-art centers.
Superior processes and technology are fundamental, but people are the heart of great service. Our agents have degrees or advanced certifications in the tasks you need performed. This includes data entry, legal review, finance and accounting (F&A processing), fraud detection and prevention, order fulfillment, translation services and account management services.
Channel Partner Enablement
Gaining market share and growing revenue with a channel program requires a strong, loyal and well-trained partner ecosystem. CGS has 30+ years of experience enabling and sales activating over 45,000 partners for technology companies. As a trusted provider, we fuel your global growth with robust partner programs. These programs can support your strategy throughout North America, Europe, South America, Middle East and Asia Pacific.
Finance & Accounting
CGS delivers customized back office financial and accounting outsourcing services. We have over 30 years of experience with some of the world’s largest technology, telecom, retail, hospitality and healthcare companies. Our teams consolidate fragmented finance and accounting processes into a global solution. CGS is ISO 9001 certified and uses Six Sigma and Operational Excellence processes. This reduces the risk of errors and ensures your data is always secure .
Our agents speak over 20 languages covering 80% of the world
50+ million interactions with customers per year
70% of employees have a college degree and/or an advanced certificate in their field of support
“They’ve been very flexible with us... so it’s really worked well. It’s driven mainly by the flexibility, the relationships you can build with the people, the ease of working with them. They’re willing to work with you as a partner. And a lot of companies will say that—everyone says they can do that, but CGS really, definitely prove that every day with us.”
Doug Klees, VP Global Customer Care & Payments, AOL
“The three main challenges Xylem faced were: a decentralized organization, uncommon processes globally, and Multilanguage challenges. CGS solved the problems by introducing a dedicated, 24x7x365, global service desk with Multilanguage capability. It absolutely filled the gap in where we needed to go to with standard processes using best practices globally. “
Richard Lampe, Director of Global Infrastructure Operations, Xylem
“We needed a partner who made customer service their core competency. We needed multilingual support for all our solutions and services and we needed to do that in a unified way. That drove customer retention, loyalty and upsell. We needed to improve, somewhat dramatically, on our SLAs and to be able to predict cost. Those are the things that CGS helped us manage in conjunction with the ability to scale to address our business needs.”
Dan Wilkinson, Chief Commercial Officer, 1WorldSync