Global response website screenshot

Outsourcing Customer Service

Global response website screenshot
Screenshot of Global Response's website

One thing I haven’t shared too publicly is that I worked as a part-time customer service agent for a telemarketing firm. It was a departure for any of the previous jobs I’ve held but I now hold a deeper appreciation for the work that telemarketers do. So, what has precipitated this change of subject matter?  Several weeks ago, I was contacted about a nice lady (hi Lynn! 🙂 ) about advertising on my site. (Yes, I accept advertising on this site. Hit me up!) I was (a) flattered at the attention and (b) intrigued because of my former job & just how big and surprisingly effective Global Response’s call center outsourcingis.

What Does Global Response Do?

The Global Response  is a “3rd party outsourcing Catalog sales, Customer service and fulfillment.”

In plain English, that means companies like JC Penney, Puma, National Geographic, Blue Cross Blue Shield, David’s Bridal, MoMA, etc hire Global Response to handle things like customer service, sales, etc.

One of Global Response’s services is the provision of inbound call center services. An example of this could be if you’re having trouble buying an item on a website and there is a 1-800 number to call, chances are good that the party/person that picks up is a customer service agent working for a call center i.e. a center like Global Response. You know how you have to call a 1-8xx number to active your debit or credit card? Chances are you are calling into a call center much like Global Response. When you have trouble watching Netflix and that 1-866 number appears on the screen, Netflix can choose to hire people to handle those calls (in-house) or use an outfit much like Global Response (outsourcing). It is becoming increasingly popular for companies to outsource customer service to professional telemarketing organizations than handle them in-house.

In addition to providing customer service, they have fulfillment centers which means they help their clients with storing, selling and shipping goods to their clients’ customers. They also provide outbound calling services, one of the more recognizable duties of telemarketing agents. Global Response is able to be effective in their outbound calling services by providing training & quality assurance which is (to be fair) standard at call centers worth their salt.

In learning more about Global Response, I was really impressed at their client roster, case studies of their customers and their social media savvy. Let me count the ways:

  • Their website stands heads & shoulders above other call centers. The site is designed to be modern, loads fast and even makes use of simple & “pretty” URLs.
  • They put up case studies on their site which is something I haven’t seen on the other competitors that I’m used to. I like to read testimonials and these case studies provide prospective business some level of comfort that Global Response doesn’t trade in BS.
  • The first search I did was “Global Response call center sucks” and I was relieved to find that there weren’t any major negative issues either with clients or employees. Like my (former) employer does, they pay their employees weekly and here are 2 employee reviews of Global Response which are largely positive.
  • They have a blog written by several employees (David Cogan, Shane Slack, Bill Erickson, etc) which they use to put a personal touch on their company’s duties.
  • Contact information is prominently displayed on all pages of their site;

Global Response isn’t perfect; I did discover a typo on their site. 😛 Overall, I’ve been pretty impressed and while I haven’t had the pleasure of speaking with a Global Response call center agent, I’m fine with drawing attention to what appears to be a well-oiled operation that Global Response runs. Visit the Global Response website at http://www.globalresponse.com/

Disclosure: I was compensated for writing about Global Response.

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Jane Ullah

I wear many hats. In no particular order, I am a: wife, geeky blogger, a twitter-happy aspiring photographer, and passionate about things I believe in.

  • Wow nice post, I think customer can get more satisfied with in house customer service rather than outsourcing call centers. because of the association between agents and clients will be very well. But all clients can’t keep in house call centers with them.They should really go for outsourced customer service. Thank you for sharing such a nice list of outsourcing companies.