GC Services Leads Major Grocery & Supermarket Chain to Unprecedented Sales Amidst Pandemic

GC Services began working for one of the nation’s largest grocery store chains in 2015, with agents handling account services, loyalty, and digital skill calls. Our Organizational Development Department worked with the client in the development and quality of their training. Within three periods, the Net Promoter Score for call duration increased from 91 percent to 100 percent.

Since the initial launch five years ago, the staff dedicated to this client has quadrupled, and dedicated agents serve this client from three centers. We have maintained a strong relationship, outperforming two competitive vendors.

In the first quarter of 2020, customer service lines were greatly impacted by physical store consumers who transitioned to digital consumers, utilizing the online ordering service. Weekly volume more than doubled, increasing from an average of 48,000 calls pre-Covid to over 105,000 calls. Due to this increase, the client requested that we increase our staff as quickly as possible.

As a result, we hired, trained, and graduated hundreds of agents within eight weeks to support our online ordering and digital lines of business – modifying the typical two-week training course to one week for the two relevant lines of business. We are proud to say we were able to accomplish this staff increase while protecting our employees’ health and adhering to social distancing by developing and launching a work-at-home model for training and production, a model we continue to use. During this time, we met and surpassed our quality assurance average.