APPROACH

Our commitment is to provide you with exceptional operational execution and service reliability so you can focus on growing your core business in a more scalable and cost-effective manner. We help you meet your front and back office support needs through our well-trained staff associates, cutting edge technology, quality control system, and our customized service models.

Staff Associates Technology

Staff is fluent in English and Spanish
Recruiting and vetting is conducted to ensure proper matching with CCGBPO company culture and employee performance expectations
CCGBPO training methodology is based on continuous employee development, support through intensive onboard training, nesting, and ongoing coaching
CCGBPO training programs include continuing education workshops focusing on client branding, compliance, interpersonal skills, development, accent neutralization, as well as products and systems training

Technology

Operations facility has 24/7 onsite security service with biometric and card security access along with camera / video encrypted surveillance
IT and telephony infrastructure is protected and has redundancy systems in place to ensure business continuity and disaster recovery utilizing the following technology:

Oracle Contact Center
Anywhere Software
GSM Gateways
Cat6 cables

Fortinet and pfSence
Cybersecurity / Firewall
Three internet service providers

Quality Control

Designated Quality Control Department that monitors and tracks the execution of all business process services CenterCom QC policy is based on a three-prong methodology:

Customer Service Models

CenterCom Hybrid Model allows our clients greater flexibility in choosing the services they really need for a more strategic and cost saving approach in outsourcing business services:

Option 1: CenterCom Managed Services Includes a full selection of resources and services as well as staff and managers

Option 2: Client Leasing Client directly manages and directs the services and operations (this option includes a full selection of resources and recruitment services)

Option 3: Project Specific Engagements May be either a CenterCom managed or client leasing engagement that has a set timeframe and / or specified deliverable (this option includes a full selection of resources and recruitment services)