Services provided include inbound and outbound calls, email and web chat in English, French, Italian, Spanish and German. Prospects are provided with relevant information in response to their queries along with details of offers and upgrades. Identifying opportunities for up sell/cross sell of products is high on client's agenda.

This client's planned, phased implementation was preceded by a 3 week ramp up to service go live from scratch. The ramp up involved multi lingual system integration, multi country telephony integration, multi channel service delivery, recruitment of an initial 6-person team and full service, product and sales training.

Given the nature of our client's product set, agents are required to take a flexible solutions based approach to handling customer queries. The team operates a 'sales through service' and education process. Agents are trained to identify potential selling opportunities presented via customer service queries; quickly establish the nature of the customer requirement; gather and communicate relevant information for the customer as well as establish and take advantage of cross sell/up sell opportunities.

In the short space of time that the service has been operating with gem, lead identification has doubled from the previous outsourcer's performance.

Client B: gem provides multi lingual front line technical support for a major global technology company. A total of 1 million incidents are handled annually and the channel mix is: 99% email; 1% chat; call back when requested. Languages supported are: Dutch, French, German, Italian, Finnish, Norwegian, Danish, Swedish and Spanish.

·        product and operational knowledge is maintained by a team structure which utilises 1 lead:12 agents, supported by floor watch staff and managed by a Supervisor (Supe). The Supe offers coaching and expertise across the client's product range, ensuring that high quality levels are maintained

·        gem's internal quality monitoring score exceeds a target of 80% on a monthly basis

·        gem mirrors the client's goal of 'getting it right first time for the customer' and 'first contact resolution' as a quality measure

·        monthly focus groups are conducted to analyse the top 10 issues identified from email inquiries and customer satisfaction surveys. This information is fed back to our client's global outsourcing team, account managers and operational delivery team

·        to monitor quality objectively within its multi lingual team gem employs an external translation agency to ensure that internal quality across all languages is consistent and fair. This also provides a pool of translated customer inquiries and responses for the US-based account management team.