Multi-Channel Customer Service
Acquisition & Sales
Generating Smart Contact Center Impact
Genpact's Customer Acquisition and Sales solutions, part of our multi-channel customer service outsourcing portfolio, leverage our deep industry experience as a global provider of business process management and analytic solutions. Our analytics and contact center expertise generates impact for our clients by maximizing each contact with every customer. We design, transform, and run intelligent business operations that help our clients identify new customers, assess risks, and create strategies for increasing up-selling/cross-selling, customer experience management, and service support that yield higher revenue, customer satisfaction, and long-term loyalty.
Successful customer acquisition and sales begins with the right mix of people, analytics, and process management skills to provide a satisfying multi-channel customer service experience. Achieving that mix is Genpact's core focus, fueled by a passion for process and operational excellence built on the Lean and Six Sigma heritage of a former General Electric division that has served GE businesses for more than 16 years. Our Smart Enterprise Processes (SEPSM) proprietary framework effectively integrates technology and Data-to-Action AnalyticsSM to cut costs, lower risk, and drive compliance and growth.
Genpact's advanced operating models target customers with strategies that improve the effectiveness of up-sell and cross-sell opportunities while providing effective end-to-end customer experience management. This right-match strategy, combined with well-trained customer service representatives, significantly improves the effectiveness of opportunities to develop new sales leads.
Our services include:
- Sophisticated pricing models
- Lead generation
- Sales force effectiveness
- Campaign execution
- Market-mix modeling
- Customer acquisition strategies
80% response to a marketing program for a major bank
A major bank wanted to introduce a new 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 their marketing program.
40% higher sales conversion rate for a leading domain name registrar
The company's sales conversion rate suffered from low customer engagement during calls, and offers mismatched to customer needs. KPIs were focused on service rather than sales performance. Genpact put the focus on sales, combined with an enhanced customer experience, using a consultative selling approach that used improved processes, analytics, and technology to ensure that the right agents talked to customers. This drove sales conversion rates up 40%, with a 5% increase in customer satisfaction and 5% higher first-call resolution.