What We Do
Multi-Channel Customer Service
Generating Smart Contact Center Impact
Customer service is the cornerstone of retention, loyalty, and long-term revenue growth - an opportunity, not just a cost. However, many global organizations struggle to achieve the operational efficiencies that would help them to outcompete - for instance through increased First Contact Resolution (FCR), personalizing marketing strategies, targeting offers, and offering products based on customer behavior and attributes - at scale and cost effectively. Genpact's Multi-channel Customer Service operational solutions generate business impact such as higher efficiency and lower costs for lead generation, customer experience management, and customer service across the many channels modern customers now use to interact with businesses.
Acquisition & Sales
Helps identify new customers, assess risks, and create strategies for achieving comprehensive results.
Call Quality Optimization
Improves call quality through segmented monitoring, better analytics, and structured training.
Contact Center Analytics
Makes sense of large data sets spanning internal and external data, customer contact details, and internet contact information.
Customer Care Services
Includes web, chat, voice, email, and fax support encompassing sales, service, and marketing processes.
Technical & Product Support
Enhances customer satisfaction and reduces our clients' total cost of operations.
Genpact has been delivering multi-channel customer service outsourcing since 1998. We help designing, transforming, and running their processes through a practical use of advanced operating models, technology and analytics, focused on where they can deliver the most impact. We call the result Intelligent OperationsSM.
Our advanced analytics and social media drive smarter customer interactions, satisfying customer experiences, and higher customer satisfaction.
Our proprietary Smart Enterprise Processes (SEPSM) framework helps companies reimagine how they operate by integrating technology and Data-to-Action AnalyticsSM. It leverages our 17 years of cross-industry experience in business process services and global contact center expertise to generate impact from end to end of each process and across the enterprise. Using innovative contact center analytics and process design (reengineering), we solve customer care issues at their core. Our automated solutions for instance reduce incoming call volumes, reserving voice calls for high priority or complex services and delivering results that drive revenue and impact. We generate impact quickly because our business domain expertise and experience in contact center optimization drives our focus on what works and makes transformation sustainable.
Genpact's multi-channel customer service solutions leverage advanced operating models that make our clients more competitive as they help them to grow and manage costs, risks, and compliance. Our worldwide delivery centers ensure the right combination of near-shore, onshore, and offshore customer experience management, 24 hours a day, every day, to your customers wherever they may be located.
We have a proven record of helping our clients balance the competing business objectives of contact centers with increased customer satisfaction, reduced costs, and revenue generation.
SEPSM diagnostics identify opportunities to lower Cost to Serve by 18% for a global financial services company
This leading company, which operates in more than 20 countries, needed to optimize its customer service and back-office operations. Genpact's 10-week diagnostic used our Smart Enterprise Processes (SEPSM) framework to identify multiple opportunities for improvement, including enhancing agent productivity, greater use of self-service, and optimizing seat utilization. Altogether, the solution helped reduce the Cost to Serve and identified business impact potential totaling $3.5 million.
20% annual reduction in Contact Center operating costs for a leading global bank
Genpact defined and measured Key Performance Indicators (KPIs) and advanced contact center metrics using data-driven analytics and standardized them across the bank's sites in eight countries. This produced a 20% annual reduction in contact center operating costs by improving the FCR, increasing alternate channel penetration, and improving key performance measures.
80% response to a marketing program for a major bank
A major bank wanted to introduce a new credit card to the U.S. market. In the absence of historical information, Genpact analyzed the credit behavior of the targeted population and discovered seven distinct market segments. By customizing specific offerings to these individual segments, the bank realized an 80% response rate from its marketing program.
45% increase in productivity for global finance company
This global finance leader experienced problems that placed it in the lowest quartile of performance against its peers. To improve the customer experience and reduce operating expenses, the company needed to increase productivity and customer satisfaction. Genpact studied key parameters affecting the client's production capacity and standardized work types into four complexity levels. This resulted in a 45% increase in process productivity, enabling agents to spend more time with each customer, yielding subsequently higher levels of customer satisfaction.
Customer satisfaction increased by 300 base points for a leading pre-paid provider
The company's quality of service fell short of desired levels, with no way to directly correlate defect drivers with customer satisfaction. Manual quality monitoring made data analysis a challenge. Genpact conducted a root cause analysis that identified gaps and causes of low C-Sat scores, redesigned the entire quality assurance process, and trained quality analysts on the new approach. Within just four months, customer satisfaction rose 300 points.