GCS Agents

GCS Agents, trading as Global Contact Services, runs outsourced contact centres for companies and public bodies. It supplies domestic agents, manages them against the client's own practices and service levels, and can take a programme from start-up to full production in about 30 days. Many of its staff now work from home under a remote agent model.

What GCS Agents offers

• Outsourced customer service — contact centre programmes tailored to each client's customers.
• Staffing and management — recruiting and supervising agents, scaling from 30 to 300 full-time equivalents.
• Remote agent teams — work-from-home agents, a model it moved to widely in 2020.
• Hotlines and surge support — high-volume lines such as a COVID hotline and unemployment claims processing.
• Soft skills training — its own customer service training programme.

Who it works with

Its clients include transport and government bodies: it ran the COVID hotline for MTA New York City Transit employees and helped the Department of Labor process unemployment claims in New York state.

Key facts

• In operation since: 2001
• Workforce: more than 700 employees
• Volume: more than 200 million calls handled