SOCIAL DISTANCING REQUIRES RAPID CHANGES TO CUSTOMER AND HELP DESK SERVICES
Your business and employees are adjusting to new challenges of working remotely and your customers are turning to your digital channels for support. You may be experiencing extreme call spikes and fluctuating contact volumes that can tax your support teams. More customers are heading online for assistance. In a recent survey we found 86% of U.S. consumers still prefer interacting with a human over AI when using messaging services. If your customers also need human interaction, CGS is here to help.
If you are facing customer service downtime or lower customer service levels, our BPO services can help. Our 7,000+ support specialists are mobilized around the world, working 24x7 supporting customers in over 25 languages. Our services help to minimize business disruptions and rapidly aid our clients to adjust to changing consumer needs and behaviors as they evolve locally and globally. Let CGS assist you with customer support, tech support and help desk services, back office and finance and accounting process.
MULTI-CHANNEL, MULTILINGUAL OUTSOURCING SERVICES
CGS delivers a wide range of Business Process Outsourcing (BPO) Services to meet your specific needs. You can choose to outsource your services to our onshore call centers in the U.S. Onshore BPO centers may be necessary if regulations, accent-positive experiences or cultural alignment are top priorities. Select our nearshore centers in Chile where travel and communications are easy. You can easily scale support for your Spanish language customers.
Get 24/7 follow-the-sun services from one of our premier offshore centers in Romania, India, Israel, South Africa or with our remote work teams. You can find our multilingual hubs with highly skilled workers who speak more than 25 languages supporting 2.25 billion people around the globe. In all our locations we’ve deployed RPA (Robotic Process Automation) and AI (Artificial Intelligence) solutions. RPA and AI reduce repetitive tasks and automate routine customer inquiries. Our human agents can focus on your most complex tasks; those requiring empathy and problem solving through phone, email, ticket, chat, mail and social media.
OUR BPO EXPERTS ARE THE HEART OF OUR SUCCESS
In a digital-first world, the 7,000+ CGS specialists on the frontline are more important than ever. We invest in best-in-class contact center facilities, training and recruiting methods. This ensures our people have the problem-solving skills, empathy and tools to consistently handle your customers any time, on any channel. With standardized processes globally, you’ll get the same level of quality and efficiency no matter where your services are delivered.
They have expertise across industries: technology, telecom, healthcare, consumer goods, retail, hospitality, financial services and insurance. This expertise enables our agents to handle each request with distinction. We invest in automation and AI technology to assist our agents. This enables them to perform tasks faster and with more accuracy. By enhancing productivity, CGS empowers human agents to spend extra time on more complex transactions. We understand that every interaction matters.
ADAPTING TO CHANGE WITH BUSINESS PROCESS OUTSOURCING
Disruption is everywhere. Outsourcing business processes to CGS allows you to focus on your core competencies, adapt to change and maintain your competitive edge. Let CGS handle your tech support, customer service, telesales and back office functions.
Our teams manage over 50 million interactions per year. Whether you’re a first-time outsourcer or a global leading enterprise, we can help grow and optimize your business. If you need 10 or 1,000 agents, CGS will tailor the best business process outsourcing solutions to your needs. We efficiently deliver outstanding customer experiences – anytime via any channel. Leveraging the strength of our global award-winning people, processes and technologies CGS efficiently scales up or down with your changing business needs.
WHY PARTNER WITH CGS FOR YOUR BPO NEEDS
As a leading global outsourcing provider and trusted partner, CGS makes outsourcing processes easy and seamless. We work hard to understand and exceed your goals and improve business performance. We do this by optimizing each customer service channel. We reduce costs and provide global consistency with a technology-enabled team. Our team is trained and empowered to embrace your brand identity and deliver exceptional customer experiences.
We are technology implementation experts. We can use your existing tools or advise you on the best customer service tools to optimize your setup. We extract data from all channels. We use natural language processing for calls to turn insights into actions. This drives value at all levels of your organization. We’ll help you to future-proof your business to stay on top of customer expectations.
We are honored to be recognized annually for our business process outsourcing and contact center expertise by these prestigious organizations
Gartner Market Guide for Customer Mgmt., 2019, 2018 & 2016
BPO Service Providers
Gartner Competitive Landscape, 2016
Midsize Provider: Customer Mgmt. BPO Svcs.
Frost & Sullivan, 2016
Chilean Contact Center Outsource service Company of the year
Evaluate Offshore / Nearshore Countries for Outsourcing, 2017
Shared Services in EMEA & Americas
2016 Gartner BPO CRM Vendor Guide
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 .
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
50+ million interactions with customers per year
70% of employees have a college degree and/or an advanced certificate in their field of support