Contact Center Solutions Every Point of Contact Matters Hospitality CGS has been providing superior services to the retail industry for over 30 years and contact center services for nearly 20 years, offering a comprehensive range of solutions. CGS delivers tailored solutions and highly personalized service that offers a fresh alternative to the one-size-fits-all programs often found in the industry. CGS Contact Center Solutions has helped countless organizations reduce costs and increase customer satisfaction by providing multi- channel, inbound and outbound services including: retail operations support, IT help desk, customer care, sales and channel development. CGS is recognized as a leader in outsourced contact center solutions, with multiple awards for performance and leadership from entities such as IDC, TBR and IQPC. About CGS In today’s ultra-competitive world, companies are challenged to accelerate business processes - improve quality, enhance customer service and reduce costs. CGS Contact Center Solutions helps you maintain your competitive edge in this environment while improving bottom-line performance. CGS combines world-class contact center outsourcing services with an unparalleled level of personal attention and customer service. Through business process outsourcing (BPO), you can leverage CGS’s expertise to integrate new or augment existing services seamlessly into your organization. We take the time to learn and understand your processes, products and brand so that we become an extension of your company. We understand that every point of contact reflects your brand – whether it be with your employees, customers or partners. We tailor the perfect solutions for your needs. CGS BPO services goes “Beyond the KPIs TM ” to deliver superior ROI. Beyond the KPIs TM We Keep Customers Coming Back Over the years, CGS has provided superior support helping companies transform their customer service organizations to achieve greater agility and drive new growth areas. Our proven training methods and cutting-edge tools enable our agents to effectively support your operations. We ensure they are up and running smoothly and providing a customer experience that is flawless. Providing this level of engagement keeps them coming back again and again increasing your sales and customer satisfaction. We Keep Hotels Running At CGS we believe that in today’s hospitality industry, agile support is the key. We know hospitality businesses often have just one chance with a potential customer, and we want to ensure they are supported to deliver the highest quality of service possible. Our highly skilled representatives can help support your operational business needs and keep your hotels running smoothly and efficiently. Our call center solutions will help you maximize up-time of your hotel operations, and technology including reservation and key-card systems. Our goal is to reduce the administrative burden of your onsite hotel support team.
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Contact Center SolutionsEvery Point of Contact Matters Hospitality
CGS has been providing superior services to the retail industry for over 30 years and contact center services for nearly 20 years, offering a comprehensive range of solutions. CGS delivers tailored solutions and highly personalized service that offers a fresh alternative to the one-size-fits-all programs often found in the industry. CGS Contact Center Solutions has helped countless organizations reduce costs and increase customer satisfaction by providing multi-channel, inbound and outbound services including: retail operations support, IT help desk, customer care, sales and channel development.
CGS is recognized as a leader in outsourced contact center solutions, with multiple awards for performance and leadership from entities such as IDC, TBR and IQPC.
About CGS
In today’s ultra-competitive world, companies are challenged to accelerate business processes - improve quality, enhance customer service and reduce costs. CGS Contact Center Solutions helps you maintain your competitive edge in this environment while improving bottom-line performance. CGS combines world-class contact center outsourcing services with an unparalleled level of personal attention and customer service. Through business process outsourcing (BPO), you can leverage CGS’s expertise to integrate new or augment existing services seamlessly into your organization. We take the time to learn and understand your processes, products and brand so that we become an extension of your company. We understand that every point of contact reflects your brand – whether it be with your employees, customers or partners. We tailor the perfect solutions for your needs. CGS BPO services goes “Beyond the KPIsTM” to deliver superior ROI.
Beyond the KPIsTM
We Keep Customers Coming Back
Over the years, CGS has provided superior support helping companies transform their customer service organizations to achieve greater agility and drive new growth areas. Our proven training methods and cutting-edge tools enable our agents to effectively support your operations. We ensure they are up and running smoothly and providing a customer experience that is flawless. Providing this level of engagement keeps them coming back again and again increasing your sales and customer satisfaction.
We Keep Hotels Running
At CGS we believe that in today’s hospitality industry, agile support is the key. We know hospitality businesses often have just one chance with a potential customer, and we want to ensure they are supported to deliver the highest quality of service possible. Our highly skilled representatives can help support your operational business needs and keep your hotels running smoothly and efficiently.
Our call center solutions will help you maximize up-time of your hotel operations, and technology including reservation and key-card systems. Our goal is to reduce the administrative burden of your onsite hotel support team.
Our Custom-Tailored Solutions for the Hospitality Industry Include:
With service delivery centers located throughout North America, Latin America, and Europe, the onshore, nearshore and offshore reach gives CGS the ability to deliver outsourcing services in a multitude of languages and customize a delivery footprint based on your needs. With more than 5,100 employees around the world, CGS’s deep bench of talent provides the best possible consulting, staffing and contact center solutions for you and your customers.
CGS Global Capabilities
Contact Center Solutions
IDC ranked CGS in the top right quadrant of global contact center services vendors
Gartner mentioned CGS as a challenger in their Customer Management: Competitive Landscape report
“CEO Phil Friedman’s deep understanding of the international business environment should continue to propel CGS forward to new successes as the company grows out its contact center business in the United States and around the world.”
- Stephen Loynd, IDC
“Our Power 50 Ranking represents the dynamic executives whose leadership has been a major factor in the emergence of nearshore outsourcing in Latin America, Mr. Friedman is a true representation of the outstanding talent that has helped to drive the success of this quickly growing, $11 billion industry.”
- Kirk Laughlin, Founder and Editorial Director of Nearshore Americas.
“CGS agents keep our stores up and running. They know how to troubleshoot and fix our complex technology and operations systems but, more importantly, they make sure that issues are resolved and they follow tickets through to completion”
- Retail Operations VP
Quotes & Testimonials
Examples of Positive ROIs Delivered by CGS
Delivered 23% increase in customer expenditure via cross-sell and up-sell programs.
94% reduction in abandoned call rate for a operations queue.
153% achievement ofproductivity target for back office processes for break-fix return to service.
Increased up-time for in-location customer self-service kiosks by 74%.
Reduced truck-rolls for service repairs by 14% for a POS system.
Improved customer satisfaction by 23 percentage points – from 68% to 91% - for the world’s leading hotel group.
Hotel Operations and Technical Support, Monitoring and Management
Ticket Management and ResolutionTroubleshooting Support for everything in your retail locations:POS & POS Peripherals, In-Room Entertainment front desk technologies, HVAC, as well as HR support for employeesTier 1 and 2 technical support for PCs, laptops, mobile devices, etc.
At CGS, we have the flexibility to create custom-based pricing packages that fit any of our clients’ requirements. From flat per store pricing to per ticket or even per minute, we can create custom packages and grow with you as your business expands.
Benefits and Outcomes:Speed to Resolution
UptimeReduction of corporate burden
3rd party system integration
Increased employee satisfactionEnhanced customer serviceIncreased sales per customer
Customer Care
Customer Account Management & MaintenanceLoyalty and Rewards Program Management
