Improving Operational Effectiveness

Financial services institutions and insurance companies face multiple challenges driven by changing consumer expectations, regulations, emerging digital technologies and new competitors while pursuing strategies for sustainable growth. 

CGS’s multilingual customer support, help desk and back-office outsourcing solutions help our financial services and insurance customers dramatically improve customer experience, control costs and focus on core competencies, while our enterprise learning team crafts innovative, custom programs, incorporating Machine Learning, AR and VR, that are essential to scaling and upskilling your people, processes and performance.

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Project Visibility

Customer Centricity is emerging as a major focus for financial services and insurance companies. According to a recent PwC survey, 31% of insurance executives stated that customer expectations for anytime/anywhere service has been the most disruptive trend for their business.

CGS provides 24/7 award-winning customer support solutions covering languages spoken by 80% of the world’s population. Our teams manage simple requests to complex technical support across multiple channels, including phone, email, chat, web and social media, processing 50+million customer interactions per year. We use our proprietary learning solutions to get our agents up and running in the most-effective manner. Our technology allows agents to assist your customers efficiently, and we utilize data from every interaction to continuously improve processes and implement savings.

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Compliance

There is a clear drive for upskilling diverse workforce to work with emerging technologies in a digital environment. Thus, financial and insurance companies are significantly investing in a learning and curated curriculum. In 2017 MIT Sloan Management Review, 60% of banking executives say that their organizations are developing digital talent and driving continuous learning.

CGS’s clients work with our Enterprise Learning division to build robust programs that include learning strategy, custom content creation, engagement best practices and built-in analytics that tie back to business needs. CGS has a 30+ year history of providing innovative learning solutions. We have a global focus, supporting more than 40 languages.

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Customer Support

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.

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Customer Support
Back Office
Back Office

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.

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Technical Support

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.

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Technical Support
Learning
Learning

CGS corporate learning and training programs engage employees & improve organizational development and performance.

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85%

85% First Call Resolution

92%

92% Finding and Eliminating 92% of Fraud Attempts

50+ M

50+ m Customer Interactions Annually

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