HIGHLY SKILLED IT HELP DESK PROBLEM SOLVERS
Outsourced technical support and help desk teams are the behind-the-scenes human face of your company’s support system. CGS help desk agents have advanced degrees and certifications. They receive extensive training to handle technical issues and resolve problems quickly. They are professional, competent and efficient. Our IT help desk agents are problem-solvers, not script-readers. Our agents possess the perfect blend of technical and interpersonal skills.
We prepare our staff to handle rapidly changing technologies and business needs. We do this so your employees receive consistent, reliable, personalized and enjoyable help desk support. We consistently strive to go beyond KPIs, such as speed-to-answer and first call resolution. We don’t just resolve problems quickly; we secure your company’s reputation for quality.
Profile of CGS Specialists:
- Speak the languages of over 2.25 billion people
- Entrepreneurial Culture
- 70% hold a college degree or advanced certificate in support field
- Blend of technical and care skills
FLEXIBLE CALL CENTER SUPPORT OPTIONS
CGS understands that one solution does not fit all. We tailor our solutions to meet each company’s fundamental needs. We have you covered whether it’s onshore or off, remote work or in contact centers, multilingual help desk services, 24x7x365, after-hours or overflow. We support employees anywhere and on any device. We can provide ticketing tool recommendations, use our proprietary system or work with your in-house system. We support employees anywhere and on any device. Through visually interactive, immersive technologies such as Augmented Reality, CGS agents can safely show your end users what to do in unfamiliar situations in real-time, leading them every step of the way.
We invest in automation and AI technology to assist our agents. This enables them to perform tasks faster and with more accuracy. The AI technology we use reduces repetitive tasks and automates routine employee inquiries. By enhancing productivity, CGS empowers support representatives to spend extra time on more complex tasks; those requiring empathy and problem solving.
Our help desk solutions include:
- Remote takeover (RTO)
- Remote guided diagnosis and repair with AR
- POS support
- Hardware troubleshooting
- Software support
- Operations & logistics support
- Mobile and BYOD support
- Field service support
EXPERT IT HELP DESK SUPPORT
Our award-winning help desk contact center services are delivered from North America, South America, Europe, the Middle East, Asia, Africa and by virtual teams. We are experts at owning the process from start to finish: tier 1, tier 2, tier 3 and issue resolution. Our teams create and maintain knowledge bases to reduce resolution time and improve your employee satisfaction rates.
CGS clients are some of the world's leading PC makers, telecommunications companies, retailers and hotel brands. They turn to CGS for efficiency, talent, state-of-the-art technology and business flexibility to support their fundamental processes. This allows them to compete and grow without sacrificing outstanding personal service.
MORE VALUE WITH HELP DESK OUTSOURCING SERVICES
CGS lets you focus on goals, growth and core strengths, without limiting your ability to take on new technologies. With streamlined Global Help Desk Services for all your employees. CGS will help you improve new software and technology adoption. You will increase employee satisfaction as technology issues are resolved promptly and efficiently.
We recruit, hire, train and retain top talent so that you can scale up quickly and consistently across the globe. We incorporate the latest technology allowing CGS agents to assist your employees across phone, chat, email, messaging apps, social media, Augmented Reality (AR), remote desktop and mobile connection. CGS adds value by reviewing aggregate data from all interactions. This allows us to continuously analyze the performance of our team and improve our operations. This keeps cost down and brings your IT help desk services from reactive to predictive and proactive
Our Expertise
Global Help Desk
Remote agent delivery and premier support centers in U.S., Canada, Romania, Chile, Israel, India and South Africa
25+ Languages Spoken
Includes: English, Spanish, French, Arabic, Dutch, Danish, Hebrew, Portuguese, German, Greek, Italian, Russian and more
KPIs / Metrics
Customer Sat exceeds 85%, First Call Resolution 80% or better, avg. Speed to Answer 80% in 60 secs, Call Abandonment 5% or less
Latest Technology
We help clients select and optimize the best ticketing and CRM systems and knowledge management tools for help desk services
Certifications
Soc 2 Type 2, PCI compliant, ISO 9001:2017, ServiceNow® Certified System Administrator, COPC certified
Fast Issue Resolution
Facilities Support, mobile apps, devices and specialty tech, troubleshoot & repair, novice & pro users, knowledge-base development
Predictive Analytics
Using data, we’ll help you predict and resolve issues before they come up
AR for Field Services Support
Save time and costs for onsite support by enabling your field services teams with access to highly trained technicians aided by augmented reality (AR)
AI & Human Hybrid
Chatbots and virtual assistants take care of the simple stuff so human agents can focus on complex tasks that require problem-solving and empathy
65+ million contact center interactions annually
First contact center with social media monitoring capabilities
Our agents speak the languages of more than 2.25 billion people around the world
“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
“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
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