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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:
“Proven track record over the years for quality, flexibility and scalability to help respond to urgent needs across multiple channels and functional areas.”
LARGE CANADIAN
TELECOMMUNICATIONS
PROVIDER
“GEXEL’s cross-functional team has successfully managed a diverse range of sales programs (acquisition, upsell, cross-sell, blended, etc.) across wireless and wireline products for a major Canadian telecommunications company, helping it quickly adapt to market dynamics.”
MAJOR CANADIAN
TELECOMMUNICATIONS
COMPANY
“High quality partner, offering super quick response operationally as well as accommodating scaling up and down of staff as required.”
USA SERVICE
PROVIDER