Customer Service Helper

Outsource Your Call Center The Right Way

In a difficult economy and a global marketplace, many corporations are looking at ways they can cut overhead without compromising their level of service or causing too much pain for their clients. One common way of achieving those goals is to outsource call centers to do much of the support work.
Global Response’s niche is outsourced support. Their services include, among others:

· Brand care
· Quality assurance
· Tech support
· Account management
· Data and document processing
· Call center support
· Fulfillment (picking, packing, inventory, warehousing, shipping)
· Recruitment and training
· Email and live chat support

Global Response boasts an impressive client base, including Puma, JC Penney, Vera Wang, Anthropologie, National Geographic, Toyota, Crate & Barrel, Blue Cross/Blue Shield, Toyota, American Eagle and many others.
The site itself is easy to navigate, clearly-worded and features photos of many of Global Response’s actual team members (rather than models or stock photos), giving the company’s image a personalized touch. The personalized aspect is enhanced by a lengthy section on Global Response’s culture, discussing the company’s management style, policies, procedures and work environment. Considering that support, customer care and brand care are focused on one-on-one dealings between customers and care specialists, it’s good to know the caliber of people who will be dealing with your customers.

The “Why Global Response” section gives some real-world examples of how the company’s services can be a custom-fit solution for customers’ problems. Considerable space is also devoted to recruiting criteria, training (including continual, ongoing training) and the “emotional IQ” that recruiters are looking for in their applicants.

Inbound Sales, live chat, fulfillment, loyalty programs, consumer affairs, email response, internet marketing, and “level-X” technical support are all given their own separate pages, each with a complete breakdown of services and a photo of one actual Global Response team member. There’s also an About Us section and an application form for people who might be interested in a career after perusing the site.

In a field where many company’s websites are hopelessly bogged down in jargon and industry-speak, Global Response’s site is clear, direct and friendly in its tone. They do a good job of getting GR across as a company you’d like to do business with (or even get a job with).