First Party Collections For One of the Nation’s Leading Credit Card Providers
Providing Exceptional Customer Experience
Getting The Job Done For Banking & Financial Industry
GC Services has handled first-party collections for one of the nation’s leading credit card providers for decades, in a blended dialing environment. We were especially honored when this client chose one of our agent’s calls as an example of “Providing Exceptional Customer Experience” and played the call for all of their agents at their annual agent summit.
The client’s offshore customer service providers notified them that they would be closing due to the pandemic. The client turned to us to take on the extra workload. Overnight, our assigned accounts doubled. The managers assigned to the project crafted a plan to ensure the client’s customers were taken care of, and KPIs were met. They added additional hours to existing agents, and our recruiters immediately began recruiting additional agents. During this time, our overall priority was to ensure that affected customers were treated fairly, and assistance was provided promptly. We offered hardship programs and individualized payment options while ensuring that the customer brand was protected and customers were retained.
When asked about it, the manager in charge of the project commented, “This is what we do. The client lets us know what they need, and we get it done.”
GC Services is proud to partner with this client, and looks forward to many more years of doing what it takes to ensure client and customer satisfaction.
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