Your Contact Center Experts

As an agent based and multi-channel contact center solutions provider, Global Contact Services (GCS) help companies and government agencies manage customer engagements and fulfill back office tasks. From traditional outsourced models to the managment of client owned centers, they balance consumer satisfaction with organizational goals and resources. 

 
$1,000+
 
< $25 / hr
 
250 - 999
 Founded
2001
Show all +
Salisbury,
headquarters
other locations
  • GCS New York, NY 10001
    United States
  • GCS Boston, MA 02101
    United States
  • GCS
    Philippines

Reviews

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Security Analytics for Database Servers for Energy Company

"They are great at keeping databases intact."

Quality: 
4.5
Schedule: 
4.5
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Feb. 2014 - Ongoing
The Reviewer
 
501-1,000 Employees
 
Columbus, Ohio
C-Level IT Executive, Energy & Natural Resources Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

Why does your firm need back office services? Did you previously handle these needs in-house?

We have a fully functional IT department, but we have not implemented the strategies that are in beta testing.

What type of work does your internal staff avoid by using a back office service?

Our staff doesn't have to worry about the infrastructure of security monitoring while we fully implement our beta security strategy.

What challenge were you trying to address with the service provider?

Our goal was that the agreement would be partial engagement until implementation is success.

SOLUTION

What was the scope of the service provider's involvement?

They supply security analytics for our database servers.

Could you describe the service provider's pricing structure and how they billed you?

We are under a quarterly agreement till 2018. Our contract shall end with and only if the security beta testing ends and is implemented into our database.

How did you come to work with this service provider?

I had an associate from a previous corporation refer me to them. I had a couple in mind, but I chose GCS for the quality and guarantees that they promoted on contract.

How would you assess the service provider's ability to turn around quality work, to provide customer service, and to communicate?

The data security and communications outside of my internal database was and is very excellent. I would love to give their name but I don't do that for security reasons.

How much time, in hours, does this service provider save you each month?

I would say they save us about 1048 man hours a week. We have a large database of clientele and a lot has to be manually done under our current system.

How much money does this service provider save you each month?

They save us $10, 000 on average, sometimes less. It really depends on outside clientele and networking new clientele.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

They have a straight broadline of help that you need in urgent matters, even long term integration, to help secure your communications and database securities.

What are the service provider's strengths?

They are great at keeping databases intact with communications and security data oversight.

How can the service provider improve?

I think they can always improve as each day. The digital world is changing all our lives.

How long has your company been working with this service provider?

Feb. 2014 - Ongoing.

How much money do you spend annually with this service provider?

$5,000 to $9,999.

4.5
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 4.5 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Document Creation and Data Entry Service for IT Company

"In comparison to other vendors, GCS is of better quality and service."

Quality: 
5.0
Schedule: 
4.5
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$1,000,000 - $9,999,999
 
2015 - Ongoing
The Reviewer
 
51-200 Employees
 
Los Angeles, California
C-Level IT Executive, Information Technology Company
 
Verified
The Review
OPPORTUNITY / CHALLENGE

Why does your firm need back office services? Did you previously handle these needs in-house?

Before, everything was handled in-house but as our company grew in size and revenue we needed to outsource some services. Office services was one of them. With the amount of detailed documents , forms and other paperwork used by staff, it was an easy decision to get office services.

What type of work does your internal staff avoid by using a back office service?

Creating specific types of forms and documents can take up resources and time. Our internal staff is freed up from this by our use of back office services. Our internal staff is then more efficient on other duties.

What challenge were you trying to address with the service provider?

Our goals were to not only to save time but to also be more efficient with all of our office services. documents, forms, etc. It also saved our company money in the long run. Our internal staff was also freed up to focus on other duties.

SOLUTION

What was the scope of the service provider's involvement?

They provide legal forms, documents and all other forms and documents from all aspects of business. They also provide data entry services .

Could you describe the service provider's pricing structure and how they billed you?

We are billed on a per quarter basis with a high tier to low tier pricing base .

How did you come to work with this service provider?

After researching many companies we found Global Contact Services (GSC) to be the best option for us.

How would you assess the service provider's ability to turn around quality work, to provide customer service, and to communicate?

The quality work is essential and their client services are top quality. GCS'S communication is very efficient.

How much time, in hours, does this service provider save you each month?

It is hard to estimate because it varies on a month to month basis, but it is well worth the cost.

How much money does this service provider save you each month?

I would estimate $10000 to $15000 per month, but it varies.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

The pros are their specialized services that can handle all office needs and issues. I can think of no cons and, in comparisons to other vendors, GCS is of better quality and service.

What are the service provider's strengths?

The detail of their services and quality of services is the main strength .

How can the service provider improve?

I can see no area where GCS needs improvement .

How long has your company been working with this service provider?

2015 - Ongoing.

How much money do you spend annually with this service provider?

$1,000,000 to $9,999,999

5.0
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Screening & Answering Services for IT Firm

"They help promote productivity and efficiency."

Quality: 
5.0
Schedule: 
5.0
Cost: 
4.5
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
 
Sept. 2014 - Ongoing
The Reviewer
 
501-1000 Employees
 
Jacksonville, Florida
IT Director, IT Firm
 
Verified
The Review
OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

It is more time efficient and cheaper for our company to use inbound services.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

There was a medium volume of inbound calls our company was handling.

What challenge were you trying to address with the service provider?

We didn’t want to hire employees with receptionist duties, and we wanted to save time and money.

SOLUTION

What was the scope of the service provider's involvement?

We have them answer and screen calls, as well as process orders.

Could you describe the pricing structure and how they billed you?

We have a long-term plan packaged at a monthly rate.

How did you come to work with this service provider?

They were recommended by another company.

How would you assess the service provider for answering calls, customer service, and communication?

They are very quick to respond and effectively meet deadlines.

How much time, in hours, does this service provider save you each month?

Our company is saving about 40 hours of work per week, and about $1600 If I had hired a receptionist at $10 per hour.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

My company’s productivity has risen in response to not dealing with repetitive tasks, like answering calls.

What are the service provider's strengths?

They help promote productivity and efficiency.

How can the service provider improve?

I have not had any problems.

How long has your company been working with this service provider?

We have been working together approximately 3 years, from September 2014 to now.

How much money do you spend annually with this service provider?

My company invests $50,000 to $199,999.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 4.5 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer