GCS Agents

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GCS Agents is a contact center firm in Salisbury, N.C., founded in 2001. The team of 300 specializes in voice services, consulting, and BPO services for its majority midmarket clients across multiple industries. 

Client Insights

Industry Expertise

Financial services

20%

Government

20%

Consumer products & services

15%

eCommerce

15%

Medical

10%

Business services

5%

Hospitality & leisure

5%

Telecommunications

5%

Utilities

5%

Client Size Distribution

Small Business (<$10M) 10%

Midmarket ($10M - $1B) 60%

Enterprise (>$1B) 30%

Common Project Size

$10K-$49K 2 projects

<$10K 1 project

$50K-$199K 1 project

Clients

This provider has not added their key clients.

Highlights from Recent Projects

Overall Rating

4.9
6 Reviews

GCS Agents collaborated with an auto-lead generation company that was undergoing rapid growth and needed a formal training program. The company tasked GCS Agents with creating content for their company culture and onboarding processes. GCS Agents offered copyrighted content which was modified and distributed by the company. This engagement, which took place between January and February 2020, cost approximately $17,000.

For the New York City Transit Authority's Paratransit Division, GCS Agents established a call center to create a reservation system for ADA eligible customers. With management onsite, it allowed eligible customers to book trips in advance and addressed any same-day service issues. The contract, awarded in 2012 and still ongoing, is worth approximately $25-30 million per year.

Austin Energy, a municipally-owned power company, engaged GCS Agents to enhance its customer interactions. The company wanted to demonstrate greater empathy and improve the tone of their brand. GCS Agents trained the management team on tone and empathy topics, and provided robust materials for beginner, intermediate, and advanced versions of the training. The engagement lasted from April to May 2018, and GCS Agents was selected through a competitive RFP process by the city of Austin.

Timeliness

4.8

Service Excellence

4.9

Value

4.6

Would Recommend

5.0