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BPO Services:
• Customer care
• Sales & lead generation
• Technical support
• Back office
• Marketing & surveys
• Quality Assurance
Multilingual
Multichannel
High engagement & low turnover
YOUR COMPREHENSIVE
CONTACT CENTRE SOLUTION
At GEXEL, we provide a wide array of BPO services designed to enhance your customer experience and streamline your business processes. Our solutions are flexible, scalable, and backed by cutting-edge technology, ensuring that your business operates efficiently and effectively.
OUR CORE BPO SERVICES
1. CUSTOMER CARE & SALES
- Increase Service Levels and Lower costs: Expand operating hours, add channels and increase overall capacity at a lower cost with Smartsourcing.
- First Contact Issue Resolution: Swift resolution and proactive problem-solving.
- Streamline Support & Processing: Efficient support for returns, claims & dispute resolution.
- Seasonal Management: Manage large seasonal variations in contact volumes (e.g., Black Friday) with rapid capacity adjustments.
- Enhanced Reporting and Analytics: Drive higher sales conversions and continuous improvement programs.
- Customer Retention: Implement personalized strategies to reduce churn and increase customer loyalty.
- Multi-Channel Service: Provide seamless support across various communication platforms for a consistent customer experience.
2. SALES & LEAD GENERATION
- Outbound Sales and Marketing campaigns: Increase revenue through targeted and multichannel outbound sales efforts and lead management strategies led by a team of experienced sales representatives.
- Best in Class Platform for Outbound Dialling: Predicative dialling speeds, answering machine detection and handling, time-zone management, CRM integration and CTI Screen Pops to support agent performance etc.
3. TECHNICAL SUPPORT
- First Contact Issue Resolution: Swift resolution and proactive problem-solving via Level 1 or Level 2 technical support staff.
- Enhanced Reporting and Analytics: Drive continuous improvement programs and enhance your product/service development processes.
- Industry specific expertise: Experienced teams providing technical support for industry specific needs e.g. Telecom, Networking, EV Charging stations etc.
4. BACK OFFICE
- Administrative Support: Manage routine tasks such as data entry, payroll processing, and HR functions.
- Process Automation: Streamline routine business operations to reduce errors and save time through automation.
- Staff Management: Maximize staff productivity and track performance for optimal results.
- Efficient Operations: Monitor and manage back-office processes for quick and effective responses.
5. MARKETING & SURVEYS
- Online Marketing: Boost your brand’s visibility and engagement through targeted online marketing strategies.
- Customer Insights: Gather valuable customer feedback through comprehensive surveys to enhance services and brand perception.
6. QUALITY ASSURANCE &
CONTINUOUS IMPROVEMENT
- Comprehensive QA Framework: Implementation of a structured QA framework and integration of a balanced scorecard encompassing key performance indicators (KPIs) such as customer satisfaction (CSAT), net promoter score (NPS), first call resolution (FCR), and quality scores.
- Multi-channel Monitoring: Monitoring of interactions across all channels (voice, email, chat, social media) for a holistic view of customer experience.
- Automated and AI-Driven QA: Use of advanced speech and text analytics for deeper insights & trend analysis as well as automating scoring on large volumes of interactions.
- Calibration Sessions: Regular cross-functional calibration sessions involving QA, operations, and client stakeholders to ensure alignment on evaluation criteria and scoring consistency.
- Continuous Improvement Programs: Regular training and upskilling sessions for agents based on QA findings and emerging customer trends + Integration of Voice of the Customer (VOC) data to understand customer pain points and expectations.
MULTI-CHANNEL COMMUNICATION
ENGAGE ACROSS CHANNELS
- Voice, Email, Chat, and Social Media: Connect with customers on
various platforms. - Real-Time Web Support: Provide instant help with chat and clickto-
call features. - Social Media Interaction: Manage customer interactions on
social media.
TRANSFORM CUSTOMER SERVICE WITH SEAMLESS INTEGRATION
UNIFIED CUSTOMER EXPERIENCE
MAXIMIZE EFFICIENCY AND SATISFACTION BY INTEGRATING GEXEL’S ADVANCED CONTACT CENTER SOLUTIONS WITH YOUR EXISTING PLATFORMS
GEXEL’S COMPREHENSIVE TOOLS
IP5 CCAAS CONTACT CENTER PLATFORM
IP5 AUTOMATED COMMUNICATIONS
IP5 RPA ROBOTIC PROCESS AUTOMATION
GEXEL’S VIRTUAL TRAINING TOOLS
GEXE’SL QUALITY ASSURANCE TOOLS
WORKFORCE MANAGEMENT & SCHEDULING TOOLS
CUSTOMER INTERACTION CHANNELS
SEAMLESS SYSTEM INTEGRATION
CUSTOMER SYSTEMS
WORKFORCE PLANNING,
FORECASTING AND
MANAGEMENT
CRM
TICKETING
SYSTEM
ORDER MANAGEMENT
SOLUTIONS
BACK-OFFICE
SYSTEMS
OTHER
APPLICATIONS
GEXEL’s services are designed to improve your customer experience, drive growth, and streamline your operations. Contact us to learn how we can help your business succeed.