CONTACT CENTER

GCG’s state-of-the-art Contact Center plays a pivotal role in our clients’ comprehensive customer response and targeted outreach programs. Staffed with trained and experienced personnel to handle your project – responsiveness and accuracy are our top priorities. The automated and live response options via the toll-free numbers we provide ensure that callers have access to the most accurate and current information at all times. Our Contact Center has almost unlimited capacity.

Our Stats Speak for Themselves

  • Experienced Customer Service Representatives (CSRs) are GCG trained
  • Scalable resources for up to thousands of CSRs operating across our organization on a 24/7 basis to meet surges in call volume
  • More than 33 million calls handled for programs of all sizes and complexities
  • Demonstrated Interactive Voice Response (“IVR”) platform capacity handling as many as 370,000 calls in a single day
  • Eighty percent of calls answered in 20 seconds or less – exceeds the industry standard
  • Multilingual Contact Center Services Available – more than 65 languages to date

GCG SOLUTIONS

GCG Solutions provides back office services tailored to the needs of each project – regardless of size – to get your next job done on time and on budget.  Whether the approach is all hands on deck to meet an aggressive deadline, outside the box to reach a specific audience, or simply a tried and true plan of attack, GCG’s seasoned and multidisciplinary team is ready. Find out how our team of communication and design experts, call center professionals, intake and fulfilment specialists, and banking industry veterans are using our vast, state-of-the-art global resources to take back office solutions to the next level.

  • Fulfilment services, including sorting, insert printing, packing and shipment tracking
  • Outreach solutions to reach your specific audience via printed mail, email, and sophisticated social media campaigns
  • High-volume print and email mailings at industry-leading levels of deliverability provided by in-house design creative teams and experienced dissemination teams using large-scale print resources
  • Call center services staffed in 60,000 square foot Mail, Processing & Contact Center in Dublin, Ohio, and additional facilities in the U.S. and abroad, equipped to provide automated and live operator response services scaled to project needs and call volumes
  • Mail intake managed in secure facilities staffed by dedicated intake teams who scan and track thousands of pieces of mail each day
  • Funds distribution via check, wire, Automated Clearing House (ACH) and mobile platforms, such as PayPal and Venmo

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