Service Delivery

When gem was established, we initially set ourselves apart from traditional call centres by specialising in the delivery of quality email management solutions. We have extensive experience of providing full Customer Relationship Management (CRM) solutions across voice, email, white mail, live chat and SMS channels. We focused on blending our unique business process methods and email management technologies to deliver the same effective service to email response that was already in existence for telephone channel response.

This approach has helped to set us apart from the competition. Management of customer support via electronic channels remains one of gem's core specialisms.

Channels currently supported include:

Voice: gem delivers voice services to the retail, government, IT and Leisure sectors.

Our multi-vendor voice technology platform allows us to offer a tailored solution to clients rather than a "one size fits all" solution. Our investment in Cisco IP Contact Centre allows us to provide a fully integrated multi-channel contact centre solution with access to advanced IVR capabilities for driving self service applications. Alternatively, our Avaya Definity platform provides a leading platform focused on delivering voice channel communications.

While scripts are used where there are legal compliance issues such as data protection, in general gem agents are trained to work in a non-scripted environment. We believe this is more engaging for the customer and more rewarding for the agent to be able use their skills, knowledge and initiative to resolve customer queries.

Email: gem is a recognised global leader in agent-handled email-based customer service and provides email management services to clients in the following sectors: retail; government information; IT; financial services; online; tourism. gem employs a combination of client-specific applications, as well as our own KANA Response platform to provide these services. gem's Global Strategic Alliance partner Kana is recognized by leading industry experts as a leader in the field of world class eCRM. gem's Kana-based email management solution provides a sophisticated automation and artificial intelligence tool to accommodate large volumes of web-based and mail-based inquires.

gem's agents are trained in internet and website research and navigation techniques. Our agents are trained to use a combination of gem's KANA and client systems or administration tools to access / update: customer history, transaction details, account records, policies, products, processes and contact history.

Live Chat: we have found this channel to be particularly beneficial to those clients who provide technical support, helpdesk or online services. If appropriate for the customer base, live chat is an excellent channel for maximising agent time and reducing programme costs. For one client agents managed 5 simultaneous chat sessions per agent while maintaining challenging QA targets.

SMS: gem has managed inbound and outbound SMS messaging campaigns for promotions and launches.

Paper and Fax (white mail): all paper based communication received is scanned and stored electronically with gem's CRM applications. Agents have access to a full multi-channel contact history and paper fulfillment services are serviced from within the CRM application. This provides a robust and scalable solution and minimises manual activities.

If you would like to learn more about how gem can help improve your customer satisfaction rates; differentiate your customer base or bring other efficiencies and cost savings via a channel management strategy, contact us at info@the-gem.com.