Multi-Channel Customer Service

Customer Care Services

Generating Smart Contact Center Impact

Improving customer care effectiveness helps global companies not just reduce cost, but also enhance customer satisfaction. Genpact's Multi-Channel Customer Service solution generates business impact with customized combinations of nearshore, onshore, and offshore intelligent operations that uses a combination of process, technology, and analytics.

Leveraging our global network of delivery centers, we design, transform, and run intelligent operations for end-to-end customer experience management wherever our clients operate. Our extensive experience across multiple product and service lines places us at the forefront of customer service outsourcing. Our solution includes web, chat, voice, email, and fax support across sales, service, and marketing processes.


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In the customer service arena, our people are a significant source of our strength. We take an innovative approach to recruiting, hiring, and training our associates, and employ creative techniques to attract and screen the best talent. Our stringent hiring practices and culture of teamwork ensure we have a passionate, dedicated, and talented workforce with multi-lingual skills for all forms of client contact.

Our Smart Enterprise ProcessesSM proprietary framework effectively integrates technology and Data-to-Action AnalyticsSM to transform business operations and drive growth. Our advanced operating models enhance contact center operations end to end, leading to reduced costs, a superior customer experience, and improved customer retention levels. We deploy specialized software and technical solutions to streamline contact center processes and provide agents with the requisite tools for accelerating problem resolution. Our focus is always on first-time call resolution and transaction accuracy.

Behind our passion for process and operational excellence lies the Lean and Six Sigma heritage of a former General Electric division that has served GE businesses for more than 17 years. This unique mix of people, technology, and deep process knowledge enables us to provide personalized customer contact center services while reducing costs and increasing revenue-generating opportunities.


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