© 2019 Gestcom

We have chosen proven state-of-the-art technologies developed by world-class suppliers to implement our integrated customer contact center management approach in order to ensure
the success of your projects.


Multi-channel planning and integrated workforce management
 

We use our integrated workforce management system to simulate, analyze and implement a multi-channel and multi-tasking model specific to your reality.
 

  • Analysis of your existing and previous interaction volumes

  • Analysis of your call forecasts

  • Analysis of your constraints (SLA and desired occupancy rate)

  • Data import into our systems

  • Identification of staffing needs

  • Trend monitoring and tracking, dynamic adaptation

  • Adherence management


Integrated Operations Management
 

We draw on the richness of our call center tool's functionalities to design a unique operational model for you and according to your constraints.

 

  • Management of incoming and outgoing campaigns

  • Management of specialized campaigns (email, chat)

  • Management of multi-channel campaigns and prioritization of channel types

  • Agent management and use of Blend agents

  • Creation of multi-channel queues

  • Customizable call scripts

  • Integration with our customers' CRM tools


Compliance
 

Whether it is to satisfy constraints related to compliance metrics specific to our customers or to comply with the obligations set by the CRTC regarding the operation of contact centers in Canada, our call center tool is equipped with all the functionalities to meet these requirements.
 

  • Intelligent total or partial recording of calls

  • Support for abandon rate

  • Compliance with average speed of answer requirements

  • Enforcement of specific service levels

  • Complete handling of complaint management


Quality Assurance

Quality assurance is one of the pillars of our strategy to ensure superior quality results for our customers. We leverage the functionality of our call center tool to implement a range of measures to ensure flawless quality for unparalleled customer experience.
 

  • Real-time and delayed call monitoring

  • Creation of integrated listening and quality grids

  • Analysis of interactions

  • Online feedback to agents

  • Online monitoring of agent improvement

  • Remote monitoring of agents by customers


Performance Management
 

Performance management is a fundamental aspect of our strategy to ensure superior results for our clients. To this end, we leverage the multiple functionalities of our call center tool in conjunction with our internal tools and databases to ensure that we have all the necessary visibility on key performance indicators for our customers.

 

  • Customizable dashboards

  • Real-time reports that can be available to our customers

  • Customizable historical reports

  • Customized customer reports

  • Data export

  • Online tracking of results with agents

  • Review of results with clients