Your partner in customer success

Quality-driven, Service-Oriented

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Customer Insights

We Know What Your Customers Are Thinking

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Insight-Driven Decisions

Advanced Reporting And Enhanced Client Feedback Analysis

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YOUR BOUTIQUE CONTACT CENTRE

WITH GLOBAL CAPABILITIES

Founded in 1998 and based in Montréal, GEXEL is a leading provider of contact centre BPO services and technology solutions across diverse industries. Our Quality-Focused Smartsourcing Solution is designed to efficiently meet your service needs while ensuring customer satisfaction. With three strategically located Smartsourcing sites in Canada, Morocco, and South Africa, we offer cost-effective solutions that combine global capabilities with a boutique approach, fostering more personal and meaningful relationships.

BPO Services:

• Customer care
• Sales & lead generation
• Technical support
• Back office
• Marketing & surveys
• Quality Assurance

Multilingual
Multichannel
High engagement & low turnover

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TECHNOLOGY SOLUTIONS:

• Cloud contact centre platform
• Process automation & AC
• Speech analytics
• Advisory services

Secure & reliable sites
PCI certified
24/7 & business continuity

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INDUSTRY EXPERTISE:

• Travel & Hospitality
• Retail & distribution
• Telecom
• Technology
• Insurance
• Public sector

Your brand ambassadors
Custom solutions /
Partnership model

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UNLOCK YOUR PERFECT SOLUTION

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3 QUALITY-FOCUSED SMARTSOURCING SITES

COST-EFFECTIVE EXCELLENCE

Our GEXEL Smartsourcing Solution combines the expertise of our local team in Montréal (Canada), with the strength of our offshore sites in South Africa and Morocco, along with a skilled virtual workforce which could be rapidly deployed. This integrated model allows us to deliver high-quality service at optimum rates, ensuring that cost-effectiveness never compromises the excellence you expect.

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GLOBAL REACH, LOCAL EXPERTISE

MEET THE GEXEL ADVANTAGE:

EXCELLENCE IN EVERY INTERACTION

Our multilingual team, featuring neutral accents perfect for North American consumers, brings deep industry expertise and exceptional capacity planning to handle any seasonality or peak demand. With advanced Speech Analytics for quality assurance and a Training Academy that customizes agent skills to your brand, we ensure top-notch service and seamless integration.

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ELEVATE YOUR CUSTOMER EXPERIENCE WITH GEXEL

BOOST SERVICE LEVELS,
CUT COSTS

EXPAND OPERATING HOURS, ADD COMMUNICATION CHANNELS, AND INCREASE CAPACITY AFFORDABLY WITH SMARTSOURCING.

ADVANCED REPORTING
AND ANALYTICS

LEVERAGE INSIGHTS TO DRIVE CONTINUOUS IMPROVEMENT AND REFINE YOUR PRODUCT/ SERVICE DEVELOPMENT.

FIRST CONTACT
ISSUE RESOLUTION

RESOLVE PROBLEMS QUICKLY WITH DEDICATED LEVEL 1 AND LEVEL 2 TECHNICAL SUPPORT.

SEASONAL
MANAGEMENT

ADAPT TO UNPREDICTABLE CONTACT VOLUMES, SUCH AS PEAK SALES PERIODS OR SERVICE DISRUPTIONS, WITH RAPID CAPACITY ADJUSTMENTS.

SUPPORT FOR
BUSINESS GROWTH

ENHANCE OUTBOUND SALES AND TELEMARKETING EFFORTS WITH OUR TOP-TIER PLATFORM AND TEAM.

AUTOMATED
NOTIFICATIONS

EFFICIENTLY HANDLE LARGE-SCALE COMMUNICATION NEEDS, SUCH AS MAJOR SERVICE DISRUPTIONS.

INTEGRATED
OPERATING MODEL

STREAMLINED RECRUITMENT, TRAINING, IT, OPERATIONS, AND QUALITY MANAGEMENT FOR SUPERIOR CUSTOMER EXPERIENCES.

ENHANCED
CLIENT FEEDBACK ANALYSIS

USE CLIENT FEEDBACK TO IMPROVE SERVICE QUALITY AND ENGAGEMENT.

WHAT OUR CLIENTS ARE SAYING:

SUCCESS STORIES AND FEEDBACK

“The rapid deployment of GEXEL’s Level 1 and Level 2 technical support teams across multiple geographies has been pivotal in managing our unprecedented growth efficiently and cost-effectively.”

“GEXEL has played a crucial role in the successful launch of our Smart Home Energy Efficiency service. Their comprehensive customer care and technology support have been instrumental in managing all aspects of the service, including smart devices, routers, and our mobile application.”

“GEXEL’s support has been integral to the growth of our Canadian travel operations. Over the past five years, their efforts have contributed to a six-fold increase in business and a near tripling of our inbound sales conversion rates.”

“As a leading global fashion retailer, we partnered with GEXEL to establish our online support operations in Canada. GEXEL consistently stands out as one of the top-performing contact center partners within our network of global vendors.”

“GEXEL’s flexibility and rapid response have been critical for us, as a major Canadian dairy company, in efficiently managing multiple product recalls and ensuring minimal disruption to our operations.”

“As an online retailer, GEXEL has consistently demonstrated a strong track record in delivering quality service with the flexibility and scalability needed to meet our urgent changes in capacity requirements across multiple communication channels (Chat, voice and social media).”

“GEXEL’s cross-functional expertise has enabled us to effectively manage diverse sales programs, including acquisition, upsell, cross-sell, and blended strategies, allowing us to swiftly adapt to market dynamics.”

“We value GEXEL’s ability to provide rapid operational responses and effectively adjust staffing levels in line with our seasonal business needs.”

“GEXEL’s support has been integral to the growth of our Canadian travel operations. Over the past five years, their efforts have contributed to a six-fold increase in business and a near tripling of our inbound sales conversion rates.”

“GEXEL’s experienced Level 3 advisors have played a pivotal role in managing contentious and legal cases. They’ve reduced our customer travel claims and litigation payouts by over 50%.”

“GEXEL’s agility and flexibility have been essential in managing the significant seasonal variations in contact volume during the winter. Their support has enabled us, as a major Canadian automotive association, to consistently meet and exceed member service-level expectations.”

READY TO ELEVATE YOUR BUSINESS?

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