Contact Center Solutions Every Point of Contact Matters Technology 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: 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 customer service and sales support for numerous technology companies. Our proven training methods and cutting-edge tools enable our agents to effectively represent your brand and ensure that your customers experience the same flawless multi-channel service on the phone, email or chat and act as your brand advocates. Supporting the Technology Industry CGS understands the technology industry. We know in order to stay responsive to a complex, demanding customer base in a highly competitive market, technology companies must embrace frequent change, accelerate innovation processes and create winning ideas that translate into revenue. Our highly skilled representatives can help support your technical business needs and increase sales and margins with our industry-centric capabilities and integrated services. Our call center solutions enable companies to proactively respond to industry issues, reduce costs and create additional value from solutions and business processes, while minimizing risk and disruption.
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Contact Center SolutionsEvery Point of Contact Matters
Technology
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-fi ts-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: 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 refl ects 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 BackOver the years, CGS has provided superior customer service and sales support for numerous technology companies. Our proven training methods and cutting-edge tools enable our agents to effectively represent your brand and ensure that your customers experience the same fl awless multi-channel service on the phone, email or chat and act as your brand advocates.
Supporting the Technology Industry
CGS understands the technology industry. We know in order to stay responsive to a complex, demanding customer base in a highly competitive market, technology companies must embrace frequent change, accelerate innovation processes and create winning ideas that translate into revenue. Our highly skilled representatives can help support your technical business needs and increase sales and margins with our industry-centric capabilities and integrated services.
Our call center solutions enable companies to proactively respond to industry issues, reduce costs and create additional value from solutions and business processes, while minimizing risk and disruption.
Our Custom-Tailored Solutions for the Technology 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 25% increase in customer expenditure via cross-sell and up-sell programs.
94% reduction in abandoned call rate for a retail store operations queue.
153% achievement ofproductivity target for back office processes for break-fix return to service.
Increased up-time for in-store customer self-service kiosks by 72%.
Improved accounts receivable collections, while achieving 30% service reactivation rate for a major internet service provider.
Improved customer satisfaction by 23 percentage points – from 70% to 93% - for the world’s leading consumer products company.
Technical Support, monitoring and management
Full spectrum product supportWarranty claims management
Corporate Help Desk
Tier 1 and 2 technical support for PCs, laptops, mobiledevices, etc.Over the Phone Break/Fix Service
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 burdenStreamlined ticket management3rd party system integration
Increased employee satisfaction and responsivenessEnhanced customer serviceIncreased sales per customer
Customer Care
Customer Account Management & MaintenanceProduct Education & Usage SupportSales - Upsell, Cross-sell and UpgradeLoyalty and Rewards Program ManagementBrand advocacy
