Global Contact Services is run by a leadership team that has over 50 years of combined experience in all aspects of owning, operating and managing contact centers.

  • Leadership Team with over 50 years combined experience

  • Highly successful & proven operating model

  • Hands-on experience in every aspect of owning, operating & managing contact centers

Our proven and highly successful operating model features higher compensation for front-line employees, intense customer focus, effective and consistent processes, offshore IT and back office support and the hands-on involvement of our skilled and accomplished leadership team.

Global Contact Services - Get More for Less.

Leadership Team:

Gerald M Dunne

  • Over 24 years of experience in call center and outsourcing industry
  • Extensive relationships in the global outsourcing space
  • Business executive and entrepreneur
  • Proven track record of success in domestic and international call center and BPO industry
  • Founder and principal at major call center companies. Serviced customers including Discover, CompuCredit, Legal Club of America, AT&T, Verizon, Carter Brothers, DMI, Experian and CenturyLink

Mia Sombero

  • 10 years of experience in the Call Center and Back Office Industry focusing on both Outbound/Inbound Sales and Customer Care Programs
  • Skilled in Data and Trend Report Analysis, Quality Monitoring, Training Development and Management, Database/Lead Management (not limited to Telco accounts)
  • Administrative experience in ZohoCRM, Five9, Pipelinedeals.com, SugarCRM, Box.net, Google Apps, Zendesk, Salesforce, FTP client, Callcentric, etc.
  • Strong client relations
  • Manages a dynamic team cross-trained on various accounts with various system tools utilization

Gerry M Dunne III

  • An outsourcing professional with expertise in sales, marketing, quality control, and process management
  • Strong background working with onshore and offshore centers on outbound sales programs
  • 4 years of industry experience
  • Graduated from the University of North Florida in December 2013 with degrees in Finance and Management
 
Operating Model:

Front-line Compensation
Pays between 25% and 100% above market rates for representatives
Agent pay between 50% and 70% of bill rate, depending on rate
Intense Customer Focus
Our customers are our number one focus
Believe world class service can be provided from contact centers, hungry to prove it
Effective & Consistent Processes
Target < 5% monthly attrition in US, and < 10% per year in Manila
Continuous improvement through training, coaching, certifications and gap analysis at the rep level
Experienced Hands-on Leadership
Hands-on senior executives running the day to day business
Offshore IT & Back Office
Highly optimized back office, IT and support to maximize investments in front line
Hosted technology and Manila-based programming team keep IT costs low but capabilities high

 

 
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