XGEM : AN INTERNATIONAL CALL CENTER

XGEM design and retail high-tech products for the B2C and B2B markets worldwide. Located in Vienna Austria for over 20 years, our call center is now a home of excellence, which places the customer relationship at the heart of our strategy, ensuring optimum support and customer satisfaction.

With our expertise, we offer our knowledge and our support to other companies wishing to benefit from an efficient call center with international influence.

Discover
Estimate for service
Call center
Key
figures
Our
knowledge
Our
services
Your
advantages

Our call center in few key figures

Performance and quality are our keywords. Thus, we insist and maintain high standards from our teams so that we meet and exceed customer expectations.

certified
ISO 9001
since
1996
35 000
contacts monthly
40
call center operators
80% of calls answered 30 seconds
80%
of calls answered 30 seconds
95% of call taken
95%
of call taken
100% of emails responded within 24 hours
100%
of emails responded within 24 hours
Technical agents with an average of 10 years experience
Technical agents with an average of
10 years experience

More than 800 references processed daily

Smartphones Pocket projectors Fax printing terminals Modems & Routers Digital TV Boxes Digital Cameras Cordless Phones Home theater Appliances Electroménager Digital photo frames Digital cameras

17 countries covered and 10 languages supported :

         

Our knowledge

Our 20 years of experience is evidence that we have mastered the art of an international call center.

 

Experienced and active team

Our experts work closely with Research and Development, Service Center and Repair Center teams, ensuring the implementation of rapid quality loops and a high standard of service and response.

B2B and B2C skills

Our teams are trained to respond to all clientele from end users to distributers..

Multiple communication channels

Our performance is based on our management to deliver productive customer support across multiple channels - telephone, email, chat, social networks.
 

Field feedback

Monthly statistics are provided to our partners regarding call motives.

Our services

To provide an efficient call center from which each of our partners are to benefit, we equip ourselves with the latest generation of software and materials and we propose a lot of services :

Management of incoming calls
Reply to customer usability and technical requests
Outgoing Call Management
Conducting telemarketing activities, surveys and reminders
Gestion des e-mails
Managing emails
Personalized response according to your needs
Gestion de l’administration
Administration Management
Receiving and processing of claims, invoices, online payment ...
Réalisation d’enquêtes clients
Conducting customer surveys
Conducting quality and customer satisfaction surveys
Direct Sales actions
Direct Sales actions
Direct Sales action, handling requests, tracking orders, receipts and shipments (on request).
Our repair service is at your disposal
Our repair service is at your disposal
Have a network of 20 service centers across Europe.
Chat management
Chat management
Responsive as key word.
Forum monitoring
Forum monitoring
Managing your reputation on the web and alerting you if negative feedback appears.

YOUR ADVANTAGES

XGEM offers to all its partners competitive advantages to differentiate yourself in your respective markets.

Costs optimization guarantee
Costs optimization guarantee
A single call center, strategically located in the heart of Europe, able to handle 10 languages and 17 countries is your guarantee of real scale economies (training, interfaces ...).
Application de vos procédures
Applying your procedures
We adapt our offer to ensure the full compliance with your procedures regarding calls received, repairs, standard exchanges…
Performance Analysis
Performance Analysis
We define with you the performance monitoring of key indicators to be provided on a monthly basis to be analyzed.
ISO 9001 Certification
ISO 9001 Certification
The structure of our teams ensures each application to be responded to on the first call, securing the best customer relationship.

INFORMATION OR QUOTATION

If you are a business and would like to receive additional information or a personalized estimate for our call center services then please complete the form below so that we may contact you.

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