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. 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 help to create a customer experience that best suits your business goals and ensures 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 work with you to ensure your brand makes the perfect first impression.
  • Sales and Lead generation
  • Verification Services
  • Fraud Protection
  • Warranty Extensions

 


GooseTek

 

TECHNOLOGY SOLUTIONS

HubSpot Video

 

Our outbound IVC platform helps optimize the customer experience and is typically used for high volume call types that can be simplified with self serve option for your customers. 

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.

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

Bill Gosling offers fully integrated email solutions, including design, implementation, and reporting. We help you design and deliver your email message to your customers with customized brand images and hyperlinks.  

We provide many SMS options to keep your customers informed. Our SMS services send personalized account notifications and activations for two-way SMS text conversations or pre-loaded FAQ responses. Images or URLs can be included to promote offers or transfer customers to live agent support. 

Bill Gosling offers CRM capabilities via our in-house customizable platforms to help you manage customer databases, orders, and more. Bill Gosling is a Zendesk official partner but can also integrate with a variety of CRM platforms based on client needs.

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

We offer our AIC customer website for your 3rd party collections needs. Empower your customers with our digital collections website, which helps to increase response and repayment rates across the board. 

 


PROFESSIONAL SERVICES 

Get the most out of your team; we have the resources, skills, and tools to provide 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 learners that is hosted digitally and readily available anywhere. 

We create a custom training path for each partner based on specific requirements and we 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 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 are 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 them, and put them 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

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.

Our Business to Business Collections can help you recover unpaid invoices and outstanding debts for companies of all sizes. 

  • Bill Gosling has over 60 years of experience in collections
  • Compliant & Licensed to collect in the US, Canada, and the UK 
  • Performance-based compensation means there is no fee unless we collect 

CONTACT US


We operate ten offices in six countries worldwide.

Send us a message below!

 

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