GC Services Handles Customer Service For Tolling Authority
GC Services was honored to recently win the award to handle the elevation of customer care for a tolling authority, and we have enjoyed bringing our commitment to and vision of world-class customer care to the authority’s customers. We are entrusted to handle all facets of customer service, including three walk-in centers, a call center and back office functions, and we are excited to bring a fresh yet experienced customer service approach to the tolling industry.
The project required taking over operations at the authority’s existing facilities, rebadging qualified employees, recruiting and hiring additional employees, revamping and re-writing SOPs, and crafting plans for each facet of the CSC, including a Quality Management Plan, a Subcontractor Plan, a Facility Management Plan, and a Staffing and Training Plan. The switch to GC Services took place in May 2020, a process complicated by the pandemic-related lockdowns.
A client representative remarked, “GC proactively managed the operations as we continued CSC operations throughout the lockdowns, helping customers while keeping all employees safe. In its short tenure, GC has been flexible to work with us as a partner to provide good customer service to our customers.”
Our quality scores consistently exceed the client’s expectation and KPI goals.
We Want To Hear From You
We are collecting customer experience stories from businesses like yours, and we would love to hear from you about how you have overcome a significant business challenge. Enter your email address in the form below and we’ll have an interviewer coordinate a time to talk with you.