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What We Do | Gemma Communication

What We Do

What We Do logo

Business Solutions

Inbound/Outbound Sales icon

Inbound/Outbound Sales

At Gemma, we have vast experience providing inbound and outbound sales. Our inbound experience encompasses sales on a stand-alone basis and through application integration with in-house call centres. For outbound sales, we use our industry-leading dialing technologies to fulfill client-generated lead lists. Our experienced sales leadership team can consult on strategies, scripting, and scheduling to optimize results for both inbound and outbound sales. Gemma’s client-searchable call-recording technologies ensure compliance with all documented sales activities.

Transition-Out/In-house Call Centre Decommissioning Strategies icon

Transition-Out/In-house Call Centre Decommissioning Strategies

Gemma works with clients to address the challenges that small in-house call centres can face when trying to manage volume fluctuations, agent training and turn-over. We will work with you to provide immediate, or graduated, transition plans to minimize costs, business risk and employee impacts.

Start-up Business icon

Start-up Business

At Gemma, we will work with you to provide start-up services that utilize our industry-leading infrastructure, recruiting and training capabilities in order to reduce costs and accelerate service implementation. Many of our clients work with us collaboratively by co-locating at our centrally located offices in Toronto and Montreal.

Lead Generation/Sales Campaigns/Client Contact Campaigns icon

Lead Generation/Sales Campaigns/Client Contact Campaigns

Gemma is able to utilize our advanced dialing technologies to manage client-provided lead lists and generate sales leads. This technology can be used for sales calls or to support mandated compliance and contacts using detailed or open-scripted contact strategies. Our ability to quickly scale-up, recruit, train and deploy qualified staff is unequalled in our industry.

In-house Sales/B2B Solutions icon

In-house Sales/B2B Solutions

Gemma can supplement or replace in-house sales staff and utilize our dialing capabilities in order to contact clients more efficiently for retailer servicing and re-supply and/or B2B sales or renewal activities. In many cases, operating with a disciplined dialing strategy -- with either a dedicated or pooled-agent strategy -- will result in increased daily call volume, better consistency, call compliance and reduced costs.

Integrated and Stand-alone Customer Care Solutions icon

Integrated and Stand-alone Customer Care Solutions

For many years, Gemma has serviced some of Canada’s biggest and best-known brands, encompassing a variety of industries including – but not limited to - Financial Services, Telecommunications, Business Services, and Retail.
We have worked with many clients to manage their businesses to their exact specifications. For many clients, we have – and still serve – as an extension of their in-house call centres, offering redundancy, rapid scalability and cost effectiveness -- all while fully or partially integrating our clients’ in-house technologies.

Helpdesk icon

Helpdesk

Gemma has a serviced helpdesk to provide support options up to Tier 3 with both onshore and offshore solutions. We utilize our own resources and/or collaborate with you - or our partners - to provide the best possible combination of cost-effectiveness and customer service.

HR Support icon

HR Support

At Gemma, we can support recruitment processing to ensure valuable HR resources are efficiently used throughout the process. We can help with in-take, imaging, and application uploading, sorting and pre-screening. We can also help support labour-intensive activities, such as annual benefits enrolment to save you time and money.

Industries & Products

Financial Services icon

Financial Services

At Gemma, we have more than 15 years of experience serving some of Canada’s largest banking, insurance, and financial services clients, and have experience providing the following products:

  • Core banking accounts
  • Lending products and Credit Cards
  • Ancillary Card Products
  • Merchant and B2B Products
  • Life Insurance
  • Health Benefits, Death and Disability and Travel Insurance
  • General Insurance and Warranty Products
Telecommunications icon

Telecommunications

We are experienced at providing a full-suite of telecommunication products and services to both retail and business customers.

Retail icon

Retail

Gemma has experience providing helpdesk support, customer care, and online/call support for retail sales. Our call-recording and verification capabilities will ensure your customers are serviced in a friendly, efficient, and consistent manner that best reflects your brands.

Business Services icon

Business Services

Gemma can provide helpdesk, customer care and sales support to any industry. We will recruit and train employees that are the right fit for your brand and will work with you to develop appropriate scripting and supervision program governance models.