What is GigCX?
GigCX is a global on-demand, virtual workforce comprised of talented, skilled and experienced contact center agents. Experienced contact center agents are fleeing the traditional workforce in favor of more flexibility and control over their work and life. They are quitting their traditional contact center jobs in favor of joining the gig work communities provided by GigCX companies. As gig workers, they have the flexibility to choose their schedules and to choose which companies and campaigns they work on. This new model provides agents a better work/life balance and allows them to enjoy a better work experience. Since the agent experience is the root to a good customer experience, GigCX lends itself to a superior customer experience. Happy agents equal happy customers.
Key Takeaways
- GigCX is a global, on-demand virtual workforce of experienced contact center agents who choose their own schedules and campaigns.
- It addresses attrition and staffing issues and lowers direct and overhead costs through built-in recruitment, vetting, testing, background checks, onboarding, PCI L1 compliance, scheduling, training, and payroll administration.
- GigCX typically covers 20% to 30% of a contact center’s staffing, augmenting rather than replacing traditional models.
- Providers prepare 2 to 5 times as many agents as needed, enabling rapid response to unexpected volume changes across global geographies and languages.
- Contact centers and BPOs using GigCX report becoming more agile and flexible while reducing HR and operational costs by 25% to 35%.
What Benefits Does GigCX Offer Contact Centers and BPOs?
GigCX alleviates issues surrounding Attrition and Staffing and helps contact centers avoid Direct and Overhead Operational Expenses through their all-inclusive Recruitment, Vetting, Testing, Background Checks, On-Boarding, PCI L1 Compliance, Scheduling, Training, Operational Oversight, Payroll Administration, and Workforce Management Solutions Ensuring Operational Security & Compliance Standards. GigCX is not a replacement for traditional staffing models but is an augment to them. Many contact centers now use GigCX for 20% to 30% of their staffing.
What Are the Highlights of GigCX?
- Complements your current staffing with experienced, qualified and skilled agents to use when and how you see fit
- Solves for short-term and seasonal campaigns of any size
- Perfectly staff your contact center at all times – eliminate hold times and optimize occupancy every hour
- GigCX providers prepare 2 – 5 times as many agents as needed to ensure you have a rapid response to unexpected changes in business
- Solves for campaigns where agents need to be in various global geographies with various language proficiencies or other specific skills
- Makes contact centers and BPOs more agile, flexible and reduces HR and operational costs by 25% – 35%
- Cloud Tech Gurus is partnered with the leading providers of GigCX. Based on your requirements, budget and success criteria, we will pair you with the GigCX provider that solves for your business and customer outcomes.
Book a meeting today to learn more about what GigCX can mean to your business
Related reading: Scaling Contact Centers With GigCX Strategy
Frequently Asked Questions
What is GigCX?
GigCX is a global, on-demand virtual workforce of talented, skilled, and experienced contact center agents who choose their own schedules and the campaigns they work on. Because agent experience drives customer experience, this flexibility model is built to support a superior customer experience as well.
What benefits does GigCX offer contact centers and BPOs?
GigCX helps alleviate attrition and staffing issues and reduces direct and overhead operational expenses through built-in recruitment, vetting, testing, background checks, onboarding, PCI L1 compliance, scheduling, training, and payroll administration. It isn’t a replacement for traditional staffing but an augment, typically covering 20% to 30% of staffing.
What are the highlights of GigCX?
GigCX providers prepare 2 to 5 times as many agents as needed for rapid response to business changes, solve for short-term, seasonal, or multi-geography campaigns, help eliminate hold times, and can reduce HR and operational costs by 25% to 35%.
Can GigCX fully replace traditional staffing?
No. GigCX is designed to complement, not replace, traditional staffing models. Many contact centers currently use GigCX to cover roughly 20% to 30% of their overall staffing needs, layering it on top of their existing agent workforce rather than substituting for it entirely.
How does Cloud Tech Gurus help companies get started with GigCX?
Cloud Tech Gurus is partnered with leading GigCX providers. Based on a company’s requirements, budget, and success criteria, CTG pairs that company with the GigCX provider best suited to solve for its specific business and customer outcomes.
