All call centres created equal?

A Sales-Focused Approach means our call centre is another profit centre for your company. We recruit and train our team towards a sales discipline. Our services include:

• Insurance Products
• Personal Loans
• Small business lead generation
• Card activation services (with upselling)
• New Credit Card Sales
• Home furnace & hot water protection services
• Home media packages
• Home telecom packages
• B2B telecom packages
• Bilingual Services
• First Level Help Desk support

Another aspect of our uniqueness is that we offer a dual pronged sales approach. Offering a field sales component that compliments our inbound & outbound call center expertise.

Our commitment to excellence comes through our employees, but it is built on the foundation of our technology.

At Gemma, we use state of the art software applications to make life easier for our employees. We eliminate confusing screen navigation and counter-intuitive controls. We need our employees to feel completely at ease with their technology so that they can get back to the basics of serving the customer in the most effective way possible.

Unlike many call centres, which use software designed by IT staff without client functionality in mind, Gemma works with the client to find a custom fit for their needs. We work closely with our clients to create in-house applications that compliment your applications. The result is a system that allows an employee to work in a comfortable software environment designed with you in mind.

Quality Assurance

When it comes to quality assurance, we have always felt that it’s not good enough to follow the norm. Since the beginning, we have strived to pioneer new methods of making sure that we offer the best possible level of customer service.

Every call is recorded. No exceptions, no loopholes. There is nothing that goes on within our walls that we miss.

Our clients are encouraged to set up an office at the Gemma call centre and to periodically monitor our calls at any time. You don’t have to simply take it from us, you can see the results we achieve for yourself. In fact, we encourage our clients to call in from anywhere in the world and “live” monitor their customer interactions.

When we introduced this policy, our competitors were naturally a little unhappy with the level of client interaction and assurance that we were able to provide. Since then, many have tried to follow suit, but Gemma remains the leader in being able to say with absolute confidence that your company is in good hands.

Staff Training

At Gemma, we train our employees in a fully simulated customer service environment. Our instructor-led training rooms use computers with both our own software applications and client-based applications. This means that Gemma customer service representatives are fully prepared to handle calls based on the client’s training methods and customer service policies. Our trainers came from the floor, so they know exactly what it takes to be successful here and how to make each new recruit comfortable and productive.

We expect the best out of our instructors as well as our employees. We use “train-the-trainer” sessions to make sure that instructors are kept up to speed with client training methods. Clients are encouraged to actively participate in these sessions.

At the end of in-class training, Gemma employees enter the “transition phase”, in which a transition coach works with them one-on-one as they work in a “controlled” environment. Here, they can listen in beside veteran customer service agents, engage in coaching sessions, and train in strategies on and off the phone. No employee is put onto a live call until they have been assessed and deemed completely ready by our team.

When a Gemma employee answers one of your customer’s calls, you have peace of mind in knowing that they are experienced and trained to handle the customer’s needs effectively.

Security

Security is of the utmost importance at Gemma. We are a PCI Compliant company, which means that we follow the absolute highest standard of client-security practices. PCI certification is the highest level of security demanded by banks, financial institutions, and other companies. Gemma has successfully complied with the highest standards requested by our customers, including annual audits of our policies, practices and facilities.