SPANISH AND ENGLISH CONTACT CENTER OUTSOURCING SERVICES
CGS delivers a wide range of Business Process Outsourcing (BPO) Services including contact center outsourcing to meet your needs. CGS operates at a global level benefiting its clients with onshore, near-shore and global multilingual customer care hubs.
CGS has the experience to support your customers in Spanish and English. Our agents and contact centers:
- Handle 100+ million customer interactions annually
- Support more than 28 different languages with our global clients
- Provide omnichannel, multi-skilled, diverse technical, customer care, back office and telesales support
- Deliver global redundancy and security
FREE TRENDS REPORT: With 2022 BPO and Customer Care Dynamics, gain insight on how contact centers are transforming not only with technology, but also with how they fundamentally work.
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EXPERTS: THE HEART OF OUR CX SUCCESS
In this digital-first world, offering a stellar customer experience is key. To do this, we invest in best-in-class contact center facilities, recruiting and training. But our most important investment is in people. Our 7,000+ CGS frontline specialists:
- Have the problem-solving skills, empathy and tools to serve your customers any time, on any channel
- Offer expertise across many industries, including technology, telecom, healthcare, consumer goods, retail, hospitality, financial services and insurance
- Work with automation, augmented reality (AR) and AI tools to handle each request with distinction, accuracy and efficiency
Our AR, AI and robotic process automation (RPA) technologies also increase call center efficiencies by:
- Eliminating miscommunication and human errors
- Reducing call lengths and wait times
- Improving first call resolution
- Reducing repetitive tasks and automating routine customer inquiries
BECOME MORE COMPETITIVE AND AGILE WITH CGS
Whether you’re a first-time outsourcer or a leading enterprise, we can help grow and optimize your business. If you need 10 or 1,000 agents, CGS will tailor the best BPO solutions to your needs. We efficiently deliver outstanding customer experiences – anytime via any channel. And CGS can scale up or down with your changing needs. We leverage the strength of our global award-winning people, processes and technologies to:
- Support your complex products and technology with confidence
- Generate revenue with acquisition, retention and upsell expertise
- Increase your agility, flexibility and scalability
- Support your global and multi-language expansion
- Reduce your costs with process and rate optimization
- Reduce risk with service continuity, infrastructure resiliency and security
- Improve your service quality and customer loyalty
- Deliver a seamless and standardized customer experience worldwide
WHY PARTNER WITH CGS?
CGS handles 100+ million customer interactions annually in 28+ languages. As a leading global outsourcing provider and trusted partner, CGS makes outsourcing easy and seamless. We work hard to understand and exceed your goals and improve business performance by:
- Optimizing each customer service channel
- Reducing costs
- Providing global consistency with a tech-savvy team, which is trained and empowered to embrace your brand identity and deliver exceptional customer experiences
- Using your existing technologies or advising you on the best tools for your setup
- Extracting actionable data from all channels
- Employing natural language processing for calls to turn insights into actions
- Driving value at all levels of your organization
Awards and Acknowledgements
We are honored to be recognized annually for our business process outsourcing and contact center expertise by these prestigious organizations:
2022 Global Outsourcing 100 provider, for a sixth time
International Association of Outsourcing Professionals® (IAOP®)
Gartner Market Guide for Customer Management, 2020, 2019, 2018 and 2016
BPO Service Providers
Gold Stevie Award Winner, 2021 and 2019; Silver Stevie Award Winner, 2020
Contact Center or Customer Service Outsourcing Provider of the Year
Customer Experience Innovation Award from CUSTOMER Magazine, 2021 and 2020
Frost & Sullivan
New Product Innovation Award Customer Experience Outsourcing Services Industry, 2020
Chilean Contact Center Outsource service Company of the year, 2016
It's a very strong partnership and we really respect the contributions that [CGS] has made to our business and the caliber of leadership that you've put on it to really make sure you deliver that great product for us.
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.
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.
Our agents speak the languages of over 2.25 billion people around the world
100+ million interactions with customers per year
70% of employees have a college degree and/or an advanced certificate in their field of support