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Contact Center Operations

Finding opportunities to seed new business is an important part of our growth. In 2004, Palmetto GBA rose to the challenge and developed a nationally utilized contact center.

Palmetto GBA now operates a network of 12 contact centers throughout the country. Each center features state of the art technology for blending and routing calls. While averaging over seven million calls annually, our nationally recognized contact centers are supported by the best agents in the customer service marketplace.

Palmetto GBA is unique in our ability to provide you a complete turnkey solution to your contact center needs. Our team of professionals will develop and deliver a training program, provide the latest technology, and continually monitor performance to ensure exemplary customer service.

Having managed over 3,000 contact center staff for a single customer, Palmetto GBA can quickly access a large talent pool to be trained to fit your needs. Bilingual agents are available as needed. Whether you require a call center for a short term or for a 24/7 operation, our vast resources and years of experience enable us to provide you the highest quality contact center available.

Palmetto GBA's forecasting includes off-peak support and disaster recovery options.  We provide real-time quality assurance monitoring and training.

At Palmetto GBA we recognize that our contact center agents are the first line of communication with your customer. We provide highly trained personnel and supply them with the technologies necessary to respond to calls quickly, accurately and efficiently. Our stringent controls for training and ongoing evaluation ensure that our agents can set and meet high service level goals. Not only does Palmetto GBA hire and train the best agents, the retention rate in our customer service division is more that 85 percent, which is well above industry norms.
 
With decades in the contact center industry, Palmetto GBA maximizes customer satisfaction. We know that of the many issues affecting a successful contact center operation, forecasting and scheduling are critical. Our attention to every detail is reflected in our status as a premier customer service center.


last updated on 05/21/2010