Contact Center

Whether your case generates 5,000 calls per day or 50 per week, the GCG Contact Center will get the job done... managing your call volume, gathering and dispensing data on-demand, and even activating or redeeming monetary awards. At least 80% of all calls are handled in 20 seconds or less -- that's no more than three-and-a-half telephone rings. And, since we customize every program to meet the specific needs of our client, no challenge is too large and no specific request is too small. Our goal: 100% caller satisfaction. Callers receive the information they need, and feel positive about the experience.

For quality assurance and compliance:

• Clients are provided with an ongoing and dynamic database of class members and their activities.
• Each call is answered with consistent and accurate information; data is adjusted throughout the case to quickly accommodate changes.
• A sophisticated monitoring system evaluates call performance, verifies disputed information and provides you with Court evidence when required.

Sophisticated Technology
GCG utilizes the most advanced telecommunication systems available to customize a service plan to meet the needs of every project. Our Interactive Voice Response platform (IVR) utilizes touch-tone, speech recognition or a blend of both to deliver a high level of service to each caller.

Our automated platform offers a cost effective method for presenting a caller with a simplistic approach to obtaining information through a variety of options ranging from general informational announcements to filing claims and providing claim specific details.

Superb Customer Service
Automation is only one facet of our intelligent overall approach. Our thoroughly trained and knowledgeable representatives address the callers' need for straightforward and accurate information, explained clearly and concisely. They handle inbound calls for multiple projects, respond to e-mail inquiries, transcribe notice and call back requests, return messages for a variety of projects, and reach out to claimants regarding the status of the claim/distribution. Our representatives perform with grace, efficiency and diplomacy 24/7/365.

Outstanding System Capabilities
With a hands-on manager on duty at all times, all activities are closely supervised via quality control stations and a state-of-the-art call monitoring system -- which captures random or specific conversations seamlessly and unobtrusively.

For more information about how GCG's Contact Center can help you, contact us today.