GC Services Helps Major Retail and eCommerce Company Scale
GC Services Performance Earns Greater Responsibilities
Major eCommerce Retailer Outsources Client Facing Call Center and Sales Functions to GC Services
GC Services provides customer service for the world’s largest consumer electronics company, including inbound sales and sales assistance, upsales, customer service calls, general inquiries, and chats. Our main focus for this client is customer satisfaction and making a friend on every call.
Based on our performance on the customer service program, we were awarded additional programs, including a pilot program to assist with new and existing service orders, outbound customer satisfaction surveys, an inbound sales program, a chat services program, and a homebound agent program for chat services. Over the course of our partnership with this company, we have consistently met and exceeded their quality parameters as well as first call resolution metrics.
Due to our existing home-based agent program for this client, when the pandemic hit, we were able to easily transition all of our brick-and-mortar agents to a work-at-home status. Training, coaching, call and metrics reviews are now all accomplished through video and audio connections. Each agent is virtually coached by their manager and the QA team on a weekly basis, and virtual team meetings occur once a week. If any agents are struggling, we provide additional coaching via video and schedule them for focus groups with our team leads. For procedural questions, agents receive immediate assistance from our support staff via a chat program. All of our employees for this client are work-at-home, and this is our new model going forward.
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