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INDUSTRY EXPERTISE:
• Travel & Hospitality
• Retail & distribution
• Telecom
• Technology and Green Energy
• Insurance
• Public sector
Your brand ambassadors
Custom solutions /
Partnership model
TECHNOLOGY SECTOR TEAM
- 100+ Agents: Multilingual staff with neutral accents ideal for North American consumers.
- Industry Expertise: Support team with average seniority of 7+ years and experience helping clients launch new technology solutions or services such as Smart Home, EV charging etc. across North America.
- Workforce Management: Expertise in capacity planning to effectively manage seasonality and peak demand changes.
- Quality Assurance: Powered by Speech Analytics to process client feedback and enhance service quality.
- Training Academy: Cultivates skilled care, sales, or tech support agents tailored to your needs. Our program aligns the team with your products and brand values through custom regional, cultural, and geographic training. We’ll collaborate with you to develop optimal training for your new products or services.
HOW WE CAN HELP ELEVATE YOUR CUSTOMER’S EXPERIENCE?
- Increase Service Levels and Lower costs: Expand operating hours, add channels and increase overall capacity at a lower cost with Smartsourcing.
- Enhanced Reporting and Analytics: Drive continuous improvement programs and enhance your product/service development processes.
- First Contact Issue Resolution: Swift resolution and proactive problem-solving via Level 1 or Level 2 technical support staff.
- Seasonal Management: Manage unpredictable contact volumes (e.g., sales period, service disruptions) with rapid capacity adjustments.
- Business Growth Support: Utilizing a best-in-class outbound sales and telemarketing platform and team.
- Automated Notifications: For large communication needs such as major service disruptions.
CASE STUDIES:
GEXEL swiftly deployed Level 1 and Level 2 technical support teams across multiple geographies, enabling a North American leader in EV charging stations to manage unprecedented growth cost-effectively over the past year.
NORTH AMERICAN
LEADER IN EV
CHARGING STATIONS
GEXEL played a strategic role in the successful launch and growth of a new Smart Home Energy Efficiency service for a large Canadian utility company. By providing a comprehensive customer care and technology support organization, GEXEL supported all components of the service, including smart devices, routers, and a mobile application.
LARGE CANADIAN
UTILITY COMPANY