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.
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.
A 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, with subsequent high customer satisfaction.
Annual cost benefit of $200 million from insight-driven customer interaction center
A leading pharmaceutical company needed to standardize a new customer experience agenda across a complex portfolio of brands, categories, and countries. Genpact designed a hub-and-spoke delivery model that consolidated 125+ siloed country operations and more than 40 languages into nine delivery hubs, with an Analytics Center of Excellence (CoE) and a command center. New standardized processes and rules of engagement across all regions and an effective framework for tracking customer reactions are producing $200 million in annual cost benefits for this client.