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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
Telecom SECTOR TEAM
- 250+ Agents: Multilingual staff with neutral accents ideal for North American consumers.
- Industry Expertise: Support team with an average seniority of 7+ years, experienced in care, retention, inbound and outbound sales, and technical support.
- 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 capacity at a lower cost with Smartsourcing.
- Enhanced Reporting and Analytics: Drive higher sales conversions and continuous improvement programs.
- First Contact Issue Resolutino: Swift resolution and proactive problem-solving via Level 1 or Level 2 technical support staff.
- Streamline Support & Processing: Efficient support for claims and disputes resolution.
- Seasonal Management: Manage large seasonal variations in 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 has demonstrated a strong track record in delivering quality, flexibility, and scalability to meet urgent needs across multiple channels and functional areas (from care to tech support to outbound sales) for a large Canadian telecommunications provider.
LARGE CANADIAN
TELECOMMUNICATIONS
PROVIDER
GEXEL’s cross-functional sales team effectively managed a wide range of sales programs, including acquisition, upsell, cross-sell, and blended strategies, for a major Canadian telecommunications company. This support enabled the company to swiftly adapt to market dynamics across its wireless and wireline product offerings.
MAJOR CANADIAN
TELECOMMUNICATIONS
COMPANY
GEXEL proved to be a high-quality partner for a USA service provider by offering rapid operational responses and efficiently scaling staffing levels up or down as needed.
USA SERVICE
PROVIDER