Customer Service Never Looked So Good

GC Services Is Given Opportunity to Make First Impression for Major Logistics & Shipping Company Customers

GC Services has served a major logistics and shipping provider since 2006. We began our partnership by handling domestic overnight shipping division calls only, and soon expanded to handling international shipping needs as well as ground and freight delivery calls. Because of our success on their programs, the client also awarded us an internal escalation desk program, which they had previously handled internally. We now handle seven lines of business for this client.

Our agents handle inquiries regarding product features, store locations and shipping sites; assist customers with preparing paperwork, including the ordering of supplies; dispatch documentation and proof of pick-up and/or delivery. We also process orders for package pick-up and delivery, track orders, troubleshoot orders, and handle customer problems. Our agents actively promote and upsell client services to customers, thereby generating new revenue and repeat sales.

This client experiences large holiday seasonal increases in call volume, requiring increased staffing by 30 percent, and GC Services consistently meets required staffing goals.

Recognizing and emphasizing the strengths of each team member is what allows GC to manage the various lines of business so effectively. The project’s managers ensure team members are placed in positions that will best afford them the opportunity for success according to their individual capabilities. The project uses a forward-thinking, “outside-the-box” approach to rewarding and recognizing achievement. Because each agent’s value goes far beyond his or her capability to simply process calls, the importance of everyone’s personal contributions to project success is continually reinforced. The project’s agents are the foundation upon which GC Services has built a solid relationship with this client.

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