Simplify with Customized Outsourcing Services
BPO outsourcing 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 goals and has the expertise to meet them. CGS provides award-winning call center outsourcing services that are comprehensive and tailored to your needs whether you require onshore or off, inbound or outbound, seasonal, 24x7x365, afterhours, global or multichannel.
THE PEOPLE ACHIEVING THE RESULTS
Over 7,000 CGS specialists provide high-quality global call center services in over 20 languages from our operations in North America, Romania, Chile, Israel and India. Our proven methods for training and recruiting the best agents ensures 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 every interaction matters.
Clearing Hurdles with Business Process
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 to ensure nothing slows you down.
Why Partner with CGS
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 processes seamless and work hard to understand and exceed your goals, so we can quickly respond together to the unexpected. Superior processes and technology are fundamental, and 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 tier1-3 and issue resolution for POS systems, hardware troubleshooting, software and custom application support. Our teams are problem-solvers, not script-readers, and possess the knowledge and skills to handle your employees’ changing technology needs.
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.
Our tech support solutions use best practices developed over 20 years of 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 like ServiceNow so we’re compatible no matter what tools you use. And CGS tech support staff deliver 80% or better first call resolution on everything from simple questions to advanced product support all 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, such as data entry, legal review, finance and accounting (F&A processing), fraud detection and prevention, order fulfillment, translation services, and account management services.
To gain market share and achieve optimum sales results with a channel program, you need a strong, loyal and well-trained partner ecosystem. CGS has 30+ years of experience enabling, sales activating and supporting over 45,000 partners for technology companies. As a trusted provider, we fuel your global growth with robust partner programs that can support your strategy throughout North America, Europe, Latin America and Asia Pacific.
CGS has delivered customized back office financial and accounting outsourcing services for over 30 years to some of the world’s largest technology, telecom, retail, hospitality, and healthcare companies. Our teams consolidate your fragmented finance and accounting processes into a global solution that is ISO 9001 certified, and which utilizes Six Sigma and Operational Excellence processes to reduce the risk of errors and ensure your data is secure at all times.
“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
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