CUSTOMER SATISFACTION SURGES WITH GLOBAL OUTSOURCING SOLUTIONS – Leading BPO increases customer satisfaction by 100% via Digicel Business

Founded in 2012, Global Outsourcing Solutions (GOS) was started in 2012 and is a digital contact centre specialising in delivering high-quality and cost-effective solutions for the business-to-business, financial, healthcare, hospitality, insurance and telecommunications industries. With services ranging from back-office support, customer service, debt collection, technical support and telemarketing, Global Outsourcing prides itself on providing high quality business process outsourcing (BPO) services to top companies both locally and internationally.

The Challenge

The company experienced interruptions in its work flow from service outages and insufficient bandwidth. As a result, Global Outsourcing Solutions faced the risk of losing the confidence of its clients, which would not only damage its reputation – but also its revenues. Losing even a small client resulted in significant impact on the bottom line.

The Solution

Digicel Business provided Global Outsourcing Solutions with a 25 megabyte Dedicated Internet Access (DIA) over fibre solution – providing a secure connection and greater bandwidth to support its workforce and data-intensive services. In fact, so secure and efficient was the service received, that GOS opted to make Digicel Business one of its primary providers.

Increased Customer Satisfaction

In fact, since implementing Digicel Business’ DIA over fibre solution over three months ago, Global Outsourcing Solutions has increased customer satisfaction by 100%, and has seen downtime reduced significantly. Thanks to the infrastructural design of Digicel Business’ subterranean fibre network, Global Outsourcing is much more confident in the security of its network reliability.

Digicel Business CEO, Jason Corrigan, said; “Global Outsourcing Solutions is a leading BPO company that provides a contact centre solution to local and international clients from a wide cross section of businesses. BPO is a key industry for Jamaica’s future economic success and Digicel Business is happy to support its growth. With our DIA over fibre solution, Global Outsourcing Solutions is seeing tremendous improvements in its customer satisfaction numbers which we hope will continue to grow as we support its expansion in the region with additional solutions to meet its needs.”

GOS 1

Davon Crump, President and CEO of Global Outsourcing Solutions, said; “With Digicel Business’ fibre, we are able to show the sustainability of our Internet Services solution, which helped to increase our clients’ confidence in our ability to fulfil their expectations. Initially, we decided to use Digicel Business as a back-up to our primary service. However, after experiencing and enjoying great performance working via Digicel Business’ DIA over fibre solution, we decided to make it one of our primary service providers.

He continued by saying; “As this industry continues to grow, there is a significant need for solid internet service providers like Digicel Business, who are always looking at ways of improving service and offering greater capabilities and higher levels of security. So developments like Digicel Business‘ fibre network will definitely have a positive impact on companies within this industry.”

Based on its positive experience, Global Outsourcing Solutions is now also interested in an online backup solution in Digicel’s Tier III Data Centre in Jamaica facility in Jamaica as well as Disaster Recovery (DR) and Business Continuity provisions.

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