About Us

kgb_ is a fully integrated BPO company with expertise in multimodal contact center solutions. Founded in 1992, we are privately held and employ over 10,000 Global Associates including an extensive Work@Home organization.

Through our 13 global brick and mortar contact center locations and our Work@Home network, we handle over 600 million contacts annually, giving kgb_ the distinction of being the world’s largest independent provider of customer care, directory assistance and enhanced information services.

kgb_ has pioneered the development of a broad range of state of the art information service tools that are delivered across a single platform connecting multiple channels, including the internet (email, chat, social media), SMS/MMS text messaging, mobile and landline phones. Using the most appropriate solution set for each client program, we design, develop and deliver customer contact management solutions including:

• Customer Care & Technical Support
• Social Media CRM
• Customer Acquisition/Sales
• Full Account Management
• Customer Retention
• Customer Satisfaction Surveys
• Back-Office Administration
• Co-Source & In-Source

The core to our mission is to offer large company capabilities with a focus on concierge level service that is more often offered by a smaller company. Our success is driven by our culture which is predicated on nimble delivery and a high regard for all client programs regardless of size and scope.

Our core attributes include:

• A focus on high performance, high quality Customer Contact Operations.
• Leadership provided by an experienced management team.
• A flexible infrastructure of people and technology positioned in high value locations.

Features of our service offerings include:

• Financial strength and strong capital position;
• Single Platform linking multi modal channels;
• Expansive work@home agent network;
• Global brick-and-mortar call center delivery platform;
• Proprietary TextCare 1 & 2-way SMS capabilities;
• MMS messaging service capabilities;
• COPC Compatible call center processes and operational tools;
• Fully redundant global network infrastructure;
• PCI compliance;
• Robust Implementation processes;
• Dedicated Client Services team;
• HIPAA Compliant;
• Multilingual expertise;
• Social Media and CRM Integration.

Working with clients in telecommunications, financial services, media, healthcare, retail, the public sector, leisure and entertainment, kgb_ understands the demands of competitive markets where customer satisfaction and service quality must be at the forefront of our daily operational goals.