CGS Quality Process
CGS has developed a quality process that maps Key Performance Indicators to agents, Service Level Achievements and business processes. We continually analyze the competitive environment from each of these three perspectives and provide valuable feedback both internally and to our clients. This process was designed to identify potential ways to streamline business processes, increase performance and enhance the customer experience.
We also use a visual type of management called QCDSM which continuously monitors Quality, Cost, Delivery, Safety and Management, project performance indicators and variances in real time. This solution is transparent to all the members of the team and allows for prompt reaction if project SLA or internal indicators are not met. The main benefits of using QCDSM are:
WebTrac Customer Portal
Clients have access to their own personal incident management and reporting portal. This portal is available 24x7 and offers the following features: