Uniformity of procedure,  consistency of application, and a continuous cycle of review and revision.

These are components of the Center of Excellence, which harnesses skilled personnel, ever-evolving technology, and an ethos driven to perpetually improve service delivery. The CoE analyzes and questions everything – the people, the processes, the products, the performance – to seek out ways of improving efficiency and effectiveness.

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Uniform Procedures

While we are driven by a passion to see ways of making things better, we are also pragmatic enough to understand what works.

And when a procedure, training program, or strategy is effective in one of our contact centers, it’s a good bet that the same approach will work in the others. This is particularly important when a client is served by more than one of our locations. The agent in Louisville should be working from the same playbook as the one in Mangalore, Manila, or Santo Domingo, making the transaction seamless and transparent for the end user.

The operational value is in how the routine things are done routinely. Most of what happens on any given day within a contact center is repeated time and again. These are the fundamental tasks from which everything else flows. Doing these things consistently shapes the expectations of both agents and the customers who contact us. Who wants to face the unknown when reaching a contact center? And when there is relative mastery over the small tasks, it creates opportunities to pursue higher-order goals.

Consistent Application

We subscribe to a collection of best practices that are informed by data analysis, and those practices are tested time and again for any flaws or for adjustment to fit customer demands.

Putting them in place successfully requires that training and coaching be standardized across campaigns and across locations. For instance, all new agents undergo a week-long training program that is delivered at our expense, focusing on the value of high-quality customer experiences and the steps that are necessary for their delivery.

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Continuous Evaluation

If it cannot be measured, then it cannot be improved. Even best practices follow an evolutionary arc; they don’t simply spring into being on a random day.

It may be reasonable to say that the real work of maintaining excellence begins after the people, policies, and procedures are in place. A tested system of quality monitoring and performing analysis is a necessary condition for ensuring that standards are being met, business goals are achieved, customers are delighted.

GlowTouch has been providing personalized business outsourcing solutions since 2002.

Our trusted performance and execution are underpinned by a highly-educated,
loyal workforce, with innovative solutions crafted by award-winning leadership.

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WBENC

As a a woman-owned enterprise with employees in three distinct global regions, diversity is part of who we are, and it presents unique opportunities within our industry. As a WBENC-Certified business, we are a potential partner for organizations who are pursuing diversity initiatives. As such, we have a similar procurement diversity strategy, which combined with impact sourcing, provides opportunities to often overlooked populations.

Our WBENC Certification validates our standing in terms of eligibility; our track record validates the professional expertise that we provide.

Louisville, KY

Our new corporate headquarters in Louisville has 12,000 square feet to help accommodate our continuing growth. The space is divided between contact center work and technology outsourcing projects.

Santo Domingo, Dominican Republic

Our first nearshore location is the Dominican Republic and a 10,000 square foot facility. The center in Santo Domingo can accommodate nearly 300 bilingual associates for service delivery in both English and Spanish. This island nation has a mature technology infrastructure and is Latin America’s fastest-growing economy, with the BPO sector among the catalysts.

Mangalore

We have two locations in Mangalore: our flagship facility that spans 82,000 square feet and houses nearly 1,500 employees. This site includes two cafeterias that operate 24/7, hotel-style rooms for visitors, and an on-site medical clinic.
The second location adds 20,000 square feet of floor space. It is set up for 150 agents initially and has room for further expansion. Both locations are served by the technological infrastructure one would expect from a world-class industry leader.

Bangalore

Bangalore is among India’s ‘smart cities,’ with a labor force that skews toward the young and the educated. This center features a multi-lingual workforce and is among the fastest-growing cosmopolitan cities in Asia.

Mysore

A 23,000 square foot center in the growing city of Mysore is our newest location in India. Rich in tradition, Mysore is a favored destination for tourists, drawn by the city’s ornate palaces and heritage structures. It is also a significant education hub with a bustling IT industry that make the city a major software exporter.

Philippines

Our 28th floor perch over Pasig City district of Manila has initial space for 250-300 associates. The Philippines is a major BPO hub that is poised for continued growth. We draw from a tech-savvy, educated, and English-proficient workforce that is culturally aligned with the West.

GT@Home

Service delivery has changed by necessity and RemoteAbilityTM is part of that change. The remote office or employee is becoming increasingly commonplace, and some studies show that working remotely can increase productivity and job satisfaction.