Global Contact Services

Information may not be reliable

Global Contact Services Earns Self-Regulatory Certification
SALISBURY, NC (February 23, 2010) Global Contact Services (GCS) has earned certification as a Self Regulatory Organization (SRO). The certification process is conducted by the American Teleservices Organization (ATA). It requires all policies and procedures of a teleservices company must comply with federal and state telemarketing statues and regulations, along with consumer protection rules. To achieve this level of compliance, every department at GCS must document that the requirements are being followed.

GCS is a leading provider of integrated customer care solutions and business process outsourcing (BPO) for many industries, including insurance, banking, financial, telecommunications, and fulfillment. It operates contact centers in Mt. Hope, Huntington, Summersville and Wheeling, WV; Lancaster, OH; Fort Lauderdale, FL; Yuma, AZ; Pittsfield, ME; Saltville and Pulaski, VA; and Odessa and Kingsville, TX, as well as the Philippines.
The SRO certification establishes to clients and to the Federal Trade Commission that GCS is a self-regulated business following state and federal call center rules, said Connie Staunton, director of licensing and compliance with GCS-Mount Hope. To earn the certification, an independent certified auditor reviewed processes and monitored activity at GCS contact centers. We have succeeded in demonstrating that our operations meet the most stringent measurement requirements available for compliant contact center operations, said Staunton.
The American Teleservices Association is a non-profit trade organization dedicated to companies using contact centers. It represents more than 4,000 contact centers and 1.8 million professionals worldwide. ATA provides leadership in the professional and ethical use of the telephone for conducting business, recommending the highest standards of quality and protecting consumers rights. We cooperate with the ATA because they encourage the SRO process, knowing such practices are best for the consumer and the industry, according to Jeff Meredith, vice president of operations at GCS.
GCS also recently earned certification for PCI-DSS Payment Card Industry Data Security Standard for its acquisition and fulfillment services for clients requiring payment processing.

GCS (www.GCSagents.com) is one of the top five providers of direct insurance programs in the U.S., with 2,000 employees at 13 contact centers 12 located across the U.S. and one in the Philippines. Employees make more than 2 million customer contacts per month. GCS provides many of these services to major corporations throughout the United States, including Chartis, Bank of America, Wells Fargo, Valero Energy, JP Morgan Chase, HSBC and others.