MORE THAN CALL CENTER SUPPORT – THE CGS BPO ADVANTAGE
At CGS, we believe every customer interaction is an opportunity to build loyalty, drive growth, and strengthen your brand. Our BPO model is anchored in a Total Experience (TX) approach—seamlessly aligning customer, employee, and partner journeys into one high-performance ecosystem. This creates measurable impact across loyalty, cost-efficiency, and innovation.
What sets us apart:
- Brand-first mindset – Our agents are trained on your voice, tone, and customer nuance—not just scripts.
- Flexible global delivery – Choose from 18+ languages, onshore, nearshore, or hybrid models for 24/7 coverage and seasonal scale.
- High agent tenure – Many agents stay with programs for 3–5+ years, far exceeding industry norms.
- Compliance-led operations – HIPAA, PCI-DSS, SOC 2, and ISO protocols embedded from day one.
- Platform-agnostic execution – Deep experience across platforms like Zendesk, Genesys, ServiceNow, and more.
- In-house visibility and accountability – QA, workforce management, and training managed internally for full control.
- Innovation built in – CGS’s Innovation Lab continuously co-creates next-gen solutions, ensuring you stay ahead.
With CGS, support isn’t a cost center—it’s a competitive advantage.
END-TO-END CONTACT CENTER SUPPORT THAT SCALES WITH YOUR BUSINESS
CGS provides scalable, multilingual contact center solutions that turn every customer interaction into an opportunity for loyalty and growth. We deliver unified support across the entire customer lifecycle—from first click to final renewal—through a single-provider model with one SLA, eliminating vendor handoffs and ensuring accountability. Backed by continuous improvement from CGS’s Innovation Lab, our services adapt to your needs and evolve with your business. Support is delivered across voice, email, chat, SMS, and social... all designed for consistency, efficiency, and brand alignment.
Our services include:
- Inbound and outbound customer support
Handle inquiries, complaints, and issue resolution across all major channels - Technical support for complex products
Flexible, multi-level assistance tailored to customer needs—from simple troubleshooting to deeper technical guidance - Telesales and retention campaigns
Drive revenue and reduce churn with proactive outreach and save desks - Order management and returns handling
Ensure smooth purchasing experiences and reduce friction post-sale - White-labeled agent training
Agents trained to represent your brand seamlessly - Back-office support and escalation handling
Maintain service continuity and reduce internal workload
Whether you're scaling or optimizing, CGS ensures every moment is handled with care, expertise, and measurable impact.
ELEVATE YOUR AI INVESTMENTS WITH HUMAN-DRIVEN PRECISION
Maximize the value of your AI stack with CGS BPO—where advanced automation meets expert human guidance. Our AI Innovation Journey is designed to amplify the performance of your existing tools, driving measurable impact across speed, accuracy, and customer satisfaction.
Here’s how we do it:
- Assess & Integrate
We evaluate your AI tools—chatbots, agent assist platforms, analytics engines—and pinpoint where human-in-the-loop support can fill gaps and accelerate adoption. - Augment & Train
Our 10,000-strong multilingual workforce delivers model training, data labeling, and quality assurance to reduce drift and enhance consistency across touchpoints. - Scale & Optimize
Through CGS’s Innovation Labs, we embed continuous feedback loops, predictive analytics, and A/B testing to refine performance and unlock incremental CX gains.
Don’t let your AI tools plateau. CGS’s COO, John Samuel presents a board-ready innovation playbook.
MULTILINGUAL CONTACT CENTER DELIVERY AROUND THE WORLD
CGS delivers high-quality, multilingual customer and technical support from strategically placed global centers—blending cost efficiency, cultural alignment, and 24/7 expertise. Whether you need regional proximity, deep technical skill, or regulatory compliance, our delivery model flexes to meet your goals.
Regional Highlights:
- Chile & Colombia – Nearshore Empathy at Scale
Spanish and English fluency, U.S. time-zone alignment, and STEM-literate talent provide enterprise-grade CX with ~40% cost savings. - India – 24/7 Engineering Depth
AI Centers of Excellence and nonstop support for complex issue resolution without spiking OPEX. - Israel – Multilingual, Cyber-Ready
Hebrew, Arabic, Russian, and English support backed by advanced cybersecurity expertise. - Romania – Multilingual EU Compliance
GDPR-aligned operations and 18+ European languages for brands requiring continental reach. - U.S. & Canada – Domestic White-Glove Support
HIPAA and FedRAMP-ready infrastructure for sensitive data, plus multilingual English, Spanish, and French capabilities.
Clients can choose a single-region model or blend locations to optimize for coverage, compliance, and cost—often realizing 40–60% savings compared to U.S. onshore operations.
INDUSTRY-SPECIFIC BPO SOLUTIONS THAT DELIVER MEASURABLE IMPACT
From high-growth SaaS companies to regulated healthcare providers, CGS BPO delivers tailored support that meets the unique needs of each industry—driving retention, reducing cost-to-serve, and improving customer satisfaction.
Some of the Industries We Serve:
- Retail & eCommerce: Elastic chat support and AI returns triage cut refund fraud and boost repeat purchases.
- Technology & SaaS: Ex-developers and predictive analytics reduce churn and improve net revenue retention.
- Healthcare & MedTech: HIPAA-compliant centers and remote device support raise satisfaction while lowering claim rework.
- Telecom & Media: AR-guided installs and AI-assisted NOCs cut truck rolls and repair time.
- BFSI & Fintech: Voice biometrics and fraud analytics speed verification and protect revenue.
- Public Sector & Education: ADA-compliant channels and nearshore automation cut costs and raise satisfaction to 90%+.
Whether you're scaling, modernizing, or optimizing, CGS aligns talent and technology to your vertical
SCALABLE CONTACT CENTER SUPPORT FOR GROWING BUSINESSES
At CGS, we don’t just work with global brands—we specialize in supporting fast-growing small and mid-sized businesses. Our flexible BPO model is designed to reduce costs, enhance customer loyalty, and scale alongside your success.
Why small businesses choose CGS BPO:
- Built for your size and budget
We understand the realities of lean teams and tight margins. Our blended nearshore/onshore model and flexible pricing keep operations efficient from day one. - Right-sized support, fast
Go live in 30 days with core channels like chat and email. Add voice, multilingual, or technical support as your customer base and complexity grow. - Measured impact, real-time visibility
We tailor KPIs to your business—whether it’s a 25% cost-to-serve reduction or a 20% drop in handle time—and provide transparent performance reporting. - Custom-fit for growth
Our Total Experience operating model adapts to you, not the other way around. You get exactly what you need, when you need it—no bloated packages or long onboarding.
With CGS, small teams can deliver enterprise-grade service—and grow without limits.
It's a very strong partnership and we really respect the contributions that [CGS] has made to our business and the caliber of leadership that you've put on it to really make sure you deliver that great product for us.
The three main challenges Xylem faced were: a decentralized organization, uncommon processes globally, and Multilanguage challenges. CGS solved the problems by introducing a dedicated, 24x7x365, global service desk with Multilanguage capability. It absolutely filled the gap in where we needed to go to with standard processes using best practices globally.
We needed a partner who made customer service their core competency. We needed multilingual support for all our solutions and services and we needed to do that in a unified way. That drove customer retention, loyalty and upsell. We needed to improve, somewhat dramatically, on our SLAs and to be able to predict cost. Those are the things that CGS helped us manage in conjunction with the ability to scale to address our business needs.
Our agents speak the languages of over 2.25 billion people around the world
100+ million interactions with customers per year
70% of employees have a college degree and/or an advanced certificate in their field of support
