Every Point of Contact is an Opportunity
CGS agents see each of our 50+ million interactions per year as unique opportunities to exceed expectations and build long-lasting relationships with your brand. We serve customers through any channel in languages that cover 80% of the world's population, without sacrificing superior quality.
As a client with CGS, you have a dedicated team that sits together, receives training on your products and brand, and provides service that is a seamless extension of your company. Our clients benefit from big-company capabilities with outstanding personal service. The result is happier customers who buy more, speak positively about your brand and help your businesses grow.
Improved Efficiency and Customer Satisfaction with CGS’s Outsourcing Services
Customer experience is king. CGS's Business Process Outsourcing Group will learn your customer support goals and help you identify the right tools and processes to deliver exceptional service across the customer lifecycle. Our solutions are flexible enough to meet a variety of needs, from onshore or off, 24x7x365 or after hours, ramping up or down for seasonal changes, or using your tools or our own.
We recruit, hire, train and retain top talent so our clients can scale quickly. Our technology enables agents to assist customers across channels efficiently, and we utilize data from every interaction to continuously improve processes. Over time this enhances customer satisfaction levels and delivers cost savings.
Never Miss a Conversation that Matters
Your customers are talking about you. Do you know what they're saying? We help you listen and respond effectively in a personal way, improving your customer’s experience, increasing brand loyalty and accelerating your growth. We do this while analyzing trends that impact decisions about your business, after all, CGS was the first contact center with social media monitoring capabilities.
Customer Support EXPERTISE
CGS provides award-winning multilingual customer support solutions from North America, Romania, Chile and Israel. Our specialists manage simple requests to complex technical support across multiple channels including phone, email, chat, web and social media.
Why clients partner with CGS to deliver outstanding personalized customer service:
- We’ve helped a leading household electronics and appliance company improve overall customer satisfaction survey results by 34%
- We've helped one of the world's largest mobile telecommunications companies reach 100% of customer satisfaction goals
- We reduced no-show reservations for a major restaurant company by 27% through data analytics and predictive scheduling
Call & email monitoring, ticket reviews, process adherence reviews, customer satisfaction surveys, agent incentive & recognition
Located in United States, Romania, Chile, India and Israel
20+ Languages Spoken
Includes: English, Spanish, French, Arabic, Dutch, Danish, Hebrew, Portuguese, German, Greek, Italian, Russian, Swedish
Across voice, IVR, live chat, email and social media
PCI compliant, ISO 9001:2015, ServiceNow® Certified System Administrator, COPC certified (CGS Chile)
Product assistance, warranty claims, order support, reservations, device/service activation, inquiries, loyalty programs
50+ million customer interactions annually
First contact center with social media monitoring capabilities
Our agents speak the languages of 80% of the world’s people
“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
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
“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