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Contact Center Outsourcing Relationship Proves Fruitful

By Susan J. Campbell, TMCnet Contributing Editor

Contact center outsourcing is an important part of the customer service strategy for a number of companies, including Microsoft (News - Alert). The company’s Romania corporate entity relies on Computer Generated Solutions (CGS) to provide contact center solutions and has been outwardly impressed with the company’s performance.

As a result of its support of the small to mid-market business and public sector customers for Microsoft Romania corporate, CGS has received the Microsoft CPE Aware (News - Alert) Cup for exceptional telesales and telechannel services during the fiscal year of 2010.

The award was presented to CGS by Microsoft Romania General Manager Calin Tatomir and is based on customer satisfaction ratings of all partners. The high rankings were captured in measurements conducted independently through the Microsoft Customer and Partner Satisfaction Survey.

"We are honored to be recognized for the superior customer experience our call center teams provide for Microsoft business customers," sais CGS Founder and CEO Phil Friedman, in a company statement.

 "The CPE Award affirms the dedication and excellence of our call center teams in Romania and across the globe. We remain committed to the close working relationship we have with Microsoft and look forward to strengthening the ties between our companies and customers."

A full range of listening systems and tools are deployed by the Microsoft Unified Customer and Partner Experience (CPE) in order to drive efficient response to the needs and ideas of customers and partners. Customers often determine satisfaction based on the responsiveness of the company, making  CPE an important focus.

The Microsoft Customer and Partner Satisfaction Survey is part of the CPE strategy and is conducted twice a year to evaluate Microsoft and its partners in key areas, including product quality, innovation, caring about customers, ease of doing business, quality of resources and the overall value of the company’s offerings.

High-quality and cost-effective contact center services are offered in Europe by CGS through two offices conveniently located in Bucharest and Brasov. The CGS Romanian call center operations have enjoyed a tenfold growth in the past five years as a result of modern, technologically-advanced centers and dedicated career-oriented agents.

When contact center outsourcing is involved in any partnership, the performance of the center as it relates to the customer experience must be measured. In the process of doing so, Microsoft determined that its partnership with CGS was not only delivering as promised, it was also driving the optimal customer experience. Growth and awards demonstrate this success.