Contact Center Solutions Featured Article

February 27, 2008

CRM System Implemented for Houston HR Firm's Call Center

By David Sims

G&A Partners, a Houston-based Human Resource and administrative services company, has announced that it has launched a new Customer Care Center.
 
G&A's "high touch" and "high tech" service center will allow the firm to improve its support to the nearly 250 small to mid-size Texas companies who contract such administrative functions as human resources, employee benefits, workers compensation, payroll, and financial reporting to the firm.
 
Now when clients call G&A's Customer Care Center, the service rep will use Customer Relationship Management (CRM) technology to "document, categorize and track any pending issue," from the time of the call through resolution, company officials say.
 
"At G&A Partners, we have made a significant investment in technology specifically designed for our business," said John Allen, President and COO, G&A Partners. "But 'high-tech' alone cannot meet the needs of our clients."
 
Allen claimed that with the addition of its Customer Care Center as well as other investments in resources and new technology, G&A's practices "are meeting the highest industry standards set by and typically seen only in larger national HR service firms."
 
At G&A every employee, including the CEO, "participates in bi-monthly training on service-oriented principles and practices," Allen added.
 
 
 
David Sims is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.

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