CGS - Contact Center or Customer Service Outsourcing Provider of the Year
Company: CGS, New York, NY
Company Description: For nearly 35 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing services. Headquartered in New York City, CGS has offices across North America, South America, Europe, the Middle East and Asia.
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Contact Center or Customer Service Outsourcing Provider of the Year
Nomination Title: Evolution of Global Customer Engagement Services with Innovative and Creative Solutions
Tell the story about what this nominated organization has achieved since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
While rapid technology advancements allow for remote workspaces and collaboration worldwide, it can also introduce new learning curves to the enterprise-wide procedures that affect business. Supporting some of the leading technology companies in the world for nearly 35 years, CGS offers its customers innovative, scalable and flexible outsourcing solutions, helping them build fundamental relationships with multichannel call center services including technical support, customer care, telesales, channel enablement and back office support.
CGS solves nearly 50 million help desk inquiries annually with 80% or better ?rst-call resolution rate, meaning fewer calls get passed to our clients. With our employees trained on product alignment, customer support, leadership and sales methodology, they successfully drive amazing customer experiences.
In January 2018, CGS expanded its partnership with a Forbes Top 5 Computer Hardware company to provide Hardware Tech Support Services for the client’s expansion to a new SMB market in India.
Supporting this expansion, CGS opened a world-class center in Hyderabad, known as a premier technology destination. Our Hyderabad office offers CGS a direct link to India’s IT ecosystem, nearly doubling our capacity in the region and adding new product lines for software development and services.
With CGS technical support services, the client harnessed over 30 years’ expertise to quickly resolve its complex challenges in this growth region. The client’s goal is for its customers to buy and do more with its products in this region once they trust that they’ll receive the local support needed 24x7x365.
CGS successfully completed an aggressive ramp-up time in a Commercial Support business queue, hiring 130+ agents and required support functions (e.g., managers, quality assurance) to achieve key KPIs immediately.
-Handling 100% of the client’s enterprise technical support volume in the region, growing from 2,000 interactions to 30,000+ interactions in six months.
-For client, CX is the most vital element of CGS service delivery. In 1Q18, CGS exceeded the objective by 11%; as the objective increased in 2Q18, KPI was exceeded by 5%.
-Initial service level target minimum of 80% was surpassed by 10% in 1Q18 and 12% in 2Q18.
-This KPI, which directly relates to CX and customer satisfaction, is crucial: mandate was to answer all calls within 4 minutes to reduce queue wait time and abandon calls.
We monitored this by:
Developing daily progress reports
Nominating a single point of contact to manage and help agents
-Client required a new metric for minimizing outbound calls per service request. For technical support challenges that can’t be resolved on the first call, it’s important to minimize the number of times a client must be contacted because it affects CX scores. This required a focus on front-end and back-end processes to ensure efficiency and consistency, communication of new guidelines to agents and knowledge of new scenarios & case studies.
How CGS exceeded targets:
-Focus on process training period with practice sessions on customer handling skills (e.g., setting expectations and game plan)
-Follow-up sessions by QAs, around-the-clock coaching, audits & feedbacks, aligning with the client on front-end call handling & back-end case follow-ups until closed.
-Build governance to ensure accountability at every stage for continuous improvement.
-Top SMEs and Team Managers support new associates to ensure excellent performance through classroom training, and “buddy program” before working directly with customers.
-Recognize & reward immediately; not wait for employee review or monthly company event to build continual agent confidence and motivation.
CGS partners with clients to find the best solutions for their multi-dimensional needs. With increased growth of clients and services, coupled with our enhanced data security and omnichannel capabilities, we’ve made tremendous strides this past year to further evolve our customer engagement services.
Our continued top priority is creating a premium customer experience globally. Our worldwide network of dedicated representatives consistently provides quality multilingual support to our cross-industry clients. Our greatest reward is our long-term successful partnerships with our customers, providing them a measurable ROI.