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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
RETAIL SECTOR TEAM
- 250+ Agents: with centres of excellence in Montreal, Canada, and Durban, South Africa. Multilingual staff with neutral accents ideal for North American consumers.
- Retail Expertise: Professionals with average seniority of 3+ years, experienced in launching and growing businesses for traditional and online distribution.
- Workforce Management: Expertise in capacity planning to effectively manage seasonality and peak demand.
- Quality Assurance: Powered by analytics to process client feedback and enhance service quality.
- Training Academy: Develops experienced sales and care agents tailored to your specific needs – ensures that the team is aligned and speaks to your brand values + custom regional, cultural and geographic training.
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 higher sales conversions and continuous improvement programs.
- First Contact Issue Resolution: Swift resolution and proactive problem-solving.
- Streamline Support & Processing: Efficient support for returns, claims and dispute resolution.
- Seasonal Management: Manage large seasonal variations in contact volumes (e.g., Black Friday) with rapid capacity adjustments.
- Business Growth Support: Includes loyalty program support, outbound marketing campaigns, and social media monitoring.
- Automated Notifications: For large communication needs such as product recalls.
CASE STUDIES:
“GEXEL supported a large travel retailer in launching its Canadian operations, and over the past 5 years, has helped grow the company’s online travel retail sales six- fold while nearly tripling inbound sales conversion rates.”
LARGE TRAVEL
RETAILER
“GEXEL helped a leading global fashion retailer launch its online support structure for Canada and has consistently been a top performer among the brand’s global contact centers in terms of quality, efficiency, and effectiveness.”
GLOBAL FASHION
RETAILER
“GEXEL’s flexibility and quick mobilization have helped a major Canadian dairy company effectively mitigate and manage several product recalls over the years.”
CANADIAN DAIRY
COMPANY