Our GCE contact center services team is committed to achieving first-call resolution. Research has shown that 82% of U.S. consumers want more human interaction in their customer service experiences. Recognizing this need, GCE stands as your reliable ally. We foster innovation and champion customer inclusivity to remain effective in this dynamic digital age. Our team harnesses industry-leading best practices, employs cutting-edge tools, assembles the best talent, and emphasizes efficiency in every process. We strategically integrate automation while upholding the principle of quality over quantity, monitoring metrics that truly count.

Core competencies:

• Customer service: Our personalized focus on meeting customer expectations with a first-call resolution mindset ensures customer perceptions remain positive.
• Warm transfers: To ensure smooth transitions, our team stays on the line until another live agent picks up for seamless communication.
  Clear and legible reporting: Our reporting system ensures complete transparency, maintaining a detailed record of all referrals, both utilized and pending.
• Compliance: Our adherence to data safeguarding, timely claims payment regulations, the Privacy Act and HIPAA standards ensures utmost confidentiality and quality of service. We continuously update our policies and procedures to reflect the latest legislative.
• Inbound/outbound: Whether phone, web chat, email, written correspondence, fax, teletype, TDD, text telephone, or Interactive Voice Response (IVR), we’ve got all communication channels covered.
• Nurse telehealth services: Our trained nurses are equipped to handle telephone interactions, guided by established protocols, addressing all health-related queries with utmost care.
• Patient appointment services: Efficient management of clinical appointments, from scheduling to care coordination.
  Electronic health records: Incorporating MHS GENESIS into our daily workflows.

Contact center contract locations:

Colorado Military Health System, U.S. Air Force                   Fort Carson, Colorado (Since 2023)
We are responsible for providing health-related appointment and nurse telehealth services at Fort Carson U.S. Army Post to care for the soldiers, airmen, civilians, and their families.