gem Solutions
Multi-lingual Services
gem is one of Europe’s leading independent providers of outsourced contact centre services across email, telephone, SMS, and live chat in 26 languages. Employing predominantly native speakers, 40% of our staff are involved in multi-lingual operations
Technical Support
gem offers technical support for B2B and B2C through a multilingual 24x7 operation. The gem team provides 1st and 2nd level support for a number of European and International companies including telephone networking, broadband, gaming, media and web-based internet portal. gem manages these contacts through a number of channels including:
- Voice
- Email
- Webform
- Livechat
- FAQs
Back Office
gem handles back office functions for several of our existing clients. These functions include;
- Fraud Management
- Administrative
- Casework
- Field Agent Management
Customer Support
gem provides interaction solutions across the full breadth of communication channels. Traditional voice contacts account for about 70% of the business, the remaining 30% being made up of e-mail, voice recognition and, increasingly, online chat, community website moderation and SMS. gem runs a round-the-clock operation, twenty-four hours a day, three-hundred-and-sixty-five days a year handling in excess of 11 million customer contacts annually.
Sales and Retention
gem has years of sales inbound and outbound sales experience across technical, retail and travel sectors. gem adds value through their process suggestions and their multi contact approach. gem manages these contacts through a number of channels including:
- Voice
- Email
- Webform
- Livechat
gem has industry leading experience in providing integrated cross channel contact solutions and manage our clients contacts and really help their business capture that sale as their consumer reaches that “moment of truth”.
Continuous Improvement
The company offers bespoke consultancy services providing strategic advice on business improvement opportunities, best practice in customer management, maximising customer intelligence for better retention and acquisition programmes, and embracing new communication channels. gem has also worked with a number of clients to develop bespoke technology solutions to further enhance customer insight and the customer experience.
gem are dedicated to delivering outstanding results for our clients and our performance has been recognised through the many industry awards we have received for recruitment, training, innovative use of technology and business development.
Customers are precious, so let us connect with them
gem will work in partnership with you to develop an innovative contact management strategy which will connect with your customers in the way that you and they want.
You can be confident in our ability to represent your brand, build customer loyalty and deliver a superior customer experience.
To find out more, contact Fiona Magee on 028 9022 7777 or click here
