LIVE AGENT SUPPORT

When it comes to ARM, we know a thing or two about how to maximize your return. While working as an extension of your brand, our Agents can help support your business by offering guidance to your customers while leading them to solutions to ensure customer retention and meet your goals.

  • First and Third Party Collections
  • Repossession Notices
  • Legal Recovery
  • Skip Tracing
Be where your customers are. In today’s environment, the customer experience is in the hands of your customers with one call or click away. Our agile infrastructure allows for 100% uptime and 24/7/365 support for your Customer Service needs. With the right strategy for your brand, we will help create a customer experience best suits your business goals and ensure your customers have the support they need when they need it.
  • Inbound/Outbound calls
  • Customer Support
  • Technical Support
  • Roadside Assistance
  • Credit Card Activation
  • Verification Services
  • Fraud Protection
  • Warranty Extensions
  • Appointment Booking

 

Making a great first impression sets the tone for the entire customer-brand relationship, and we have solved many challenges for our clients with this in mind. Once we learn about your goals and your customers’ needs, we can work with you to ensure your brand makes the perfect first impression.
  • Sales and Lead generation
  • Verification Services
  • Fraud Protection
  • Warranty Extensions

 


TECHNOLOGY SOLUTIONS

With a fully hosted solution that requires no hardware or software, Bill Gosling’s automated outbound IVR and self-serve inbound IVR can handle anywhere from 1 to 1,000,000+ records and gives you the ability to transfer the customer to any endpoint including Live Agent Support.

Messages can be personalized on any data point using Text-to-Speech (TTS), pre-recorded voice or a combination of both with multi-language capabilities including, English, French and Spanish.

Use our Web-based/Embedded or popup chat window on your website to provide canned FAQ responses for faster service or assign chats to an operator or multiple departments. Transfer chat to live agents, or use it for internal operator-to-operator team support to enhance your customer experience.  Live Chat can also send automatic chat invitations and use visitor/GeoIP information to customize your customer chat experience.

Bill Gosling offers fully integrated email solutions available, from design, implementation and reporting. We help you design and deliver your email message to your Customers with your brand images and hyperlinks to your web pages, or to vanity web pages we create and host for you. 

Use our SMS services to connect with your customers. Send personalized account notifications, activate two-way SMS text
for chat or pre-loaded FAQ responses. Include images or URLs to promote your offers, or even engage them to transfer to a live agent to continue discussions. There are many SMS options to keep your customers informed.

For CRM capabilities Bill Gosling offers our in-house customizable CRM platform ‘ALLTRAC’ to help you manage your customer database, orders and more. Bill Gosling is a Zendesk official partner but can also integrate with a variety of CRM platforms based on your needs.

Maximize profit, mitigate risk. With Bill Gosling's Contract Management AI-based technology, we can help you manage all your customer agreements. From financial, to property, to user agreements, keep your legal commitment organized and protected with multi-step authorization and Encryption SSL. 


PROFESSIONAL SERVICES 

Get the most out of your team; we have the team and tools to provide our clients the ability to maximize scheduling and forecasting with a collaborative approach. Our WFM tools provide a continuous flow of information and active real-time feedback between all groups involved. Bill Gosling's Workforce Management strategy keeps the customer experience, communication, and community in mind to ensure you get the best results.

  • Forecasting & Capacity
  • Intraday & Mission Control
  • Scheduling
  • Monitor Performance
  • Insourced or Outsourced WFM

Our training programs exemplify the industry standard for developing and nurturing talent. We have an extensive content library built on a vision of creating binge-able content for our learners which is hosted digitally and readily available anywhere. 

We create a custom training path for each partner based on requirements, and class size and leverage various learning methods to drive engagement and interaction during classes. With (almost) limitless training capabilities, we can help you create the Training solutions you're looking for. 

  • AI chatbot
  • Computer-Based Training (CBT)
  • Cloud-based software 
  • SCORM compliant files
  • Self-Led & Facilitator led

An iterative and collaborative process allowing us to guide your strategy and transform your business.

This process will help you move from your current state to one that is customer-centric, combining our global best practices with the realities of your business and vision for the future. The Flight Plan™  produces a consolidated strategy and a list of implementable tactics to guide your transformation.

What the Flight plan isn’t

A commitment to work with us.

The Flight Plan™ is a stand-alone experience that will help you decide what you need to do to transform the customer experience. It will provide you with the direction to transform your business with no future involvement of Bill Gosling Outsourcing.

WHAT IS SOLUTIONS ARCHITECTURE?

It is a different approach to systems architecture and a proprietary process designed to assist you in aligning your business strategy to your technology and services. You may think that you area already doing so, but what are your metrics telling you? 

The goal of Solutions Architecture is to ensure your service is aligned with the objectives of your business. We take the objectives, dismantle it, and put it back together in a way that is focused on solutions to meet your goals rather than just actions that meet the requirements.

FROM STRATEGY TO SOLUTION

We know that when we look at a long-term strategy we need to consider influencing factors but at this stage we look at designing, describing, and managing the solution engineering in relation to specific business problems to ensure the solution-based approach will take your business further.

CONTACT US


We operate nine offices in five countries worldwide.

To learn more about how we can help you get started.

Contact us: communications@billgosling.com

For Careers : careers@billgosling.com

+1 844-200-2467