Call Center | Goodwill Business Services

GOOD TO KNOW: Goodwill Business Services assists reputable brands with delivering positive customer experiences that lead to lasting relationships, and loyalty. We offer reliable contact center services including inbound, outbound, e-mail, and live chat that exceed the level of service expected from clients and customers. Our team members consistently earn superior client and customer quality ratings through our innovative approach to call center training methods and problem solving.

Goodwill Business Services’ Contact Center employs over 200 agents for our federal customers, of which many are military veterans. We are honored to support our military during Military Appreciation month and throughout the year.

How can we help with your customer service needs?

Increase the engagement of your customers and grow your business.

Our flexible contact center options include inbound, outbound, chat, e-mail, social media or blended channels. We can be your end-to-end solutions and support you when you need it through overflow, after-hours and holiday services, and specialty solutions.

Benefit from Committed US-Based Agents. We take care of our people so they can take care of your customers.

Because of our mission of Helping Change Lives through the Power of Work, Goodwill offers competitive pay and benefit package as well as robust training and development opportunities that lead to committed US-Based Agents that have the knowledge, skills, and will to provide exceptional customer service.

Our advanced reporting and analytics and 360 Degree Quality Management System help you measure success and make the right decisions for your business.

Our 360-Degree Quality Management Process records all customer interactions, incorporates feedback from various channels, and uses the information to improve quality and training programs. By factoring in feedback from our customers, front-line supervisory team, quality assurance specialists, and fellow team members, our agents are fully cognizant of their strengths and areas of opportunity, which ultimately translates to best-in-class customer service.

Benefit from recognized and highly reliable technology that serve you.

Our contact center is equipped with a reliable, portable, and scalable system, which has a 99.9% up-time. Additionally, our unified omni-channel call routing system is cloud-based, which provides flexibility, transparency to our clients, and enables workforce optimization. Our robust reporting and analytical tools provide our team and our client powerful decision making capabilities.

Read how our team used the call management software, CXOne, to expand services to new markets.

When you hire our services, you support your Community through the employment of individuals with disabilities and other workforce initiatives.

When you hire our services, you support the employment of individuals with disabilities and other life barriers as well as fund workforce development initiatives that help individuals gain an education and build careers that lead to economic mobility and improved quality of life.

Superior Qualifications

2.2 MILLION

Interactions Managed Annually

60,000+

Customer Cases Resolve Effectively and Efficiently

80%

First Contact Resolution

90%

Capture Rate

Certified. Qualified.

Learn more about our qualificiations.

Be in Good Company.

Our clients are committed to excellence in customer service. They believe their customers are their most valuable assets and treat them as such. Our clients also share our vision to build a skilled workforce, a strong business environment, and a thriving community where all can prosper.

Areas Of Specialty

A Full Line of Proven

Call Center Services

Complete call center operations

Provide end-to-end call center support for organizations not able to provide their own internal solutions

Inbound call support

Provide call center support for incoming calls distributed through the use of an Automated Call Distribution System

Outbound call support

Provide manual, or auto, dial out going call support

Web & Chat

Support chat, e-mail, ticketing, etc.

Around the Clock Coverage

After hours & holidays, unplanned over flow or specialty (Spanish)
Determine with the client the required coverage that will exceed customer service expectations up to 24/7/365.

Disaster Recovery

Offers portable cloud based system that enables disaster recovery support from designated physical and virtual locations.

Quality assurance monitoring

Utilize robust system to record 100% of inbound, outbound, and chat interactions.

Customized Training

Develop training curriculum for new hire, continuous education, or other needs in addition to creating new knowledge articles and reference guides to support customer service delivery channels.

Download the Contact Center Capability Flyer

A Skilled Workforce Elevating Robust Businesses and Enhancing a Thriving Community.