Omnichannel Customer Service
Customer Care Services
Generating Smart Customer Service Impact
Improving customer care effectiveness helps global companies not only reduce cost, but also enhance customer satisfaction. Genpact's Omnichannel Customer Service solution generates business impact using a combination of process and domain expertise, technology application, and analytics.
Through our global network of nearshore, onshore, and offshore delivery centers, we offer multilingual capabilities that support end-to-end customer experience management. Our extensive experience across multiple product and service lines places us at the forefront of customer care services outsourcing. We offer web, chat, voice, email, and fax support across several processes including sales, service, and marketing.
We design, transform, and run intelligent customer service operations for clients using our Lean DigitalSM approach, which combines design-thinking principles with Lean methods, digital technology and analytics, and domain knowledge. Our Digital Smart Enterprise ProcessesSM framework integrates technology and Data-to-Action AnalyticsSM to reimagine business operations and drive growth.
Our advanced operating models enhance contact center operations end to end, reduce costs, and improve customer experience and retention. We deploy specialized software and technical solutions to streamline contact center processes and provide agents with tools for accelerating problem resolution. Our focus is always on first-time call resolution and transaction accuracy.
Our people are a significant source of 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 to support all forms of client contact.
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, and yielding higher levels of customer satisfaction.
Annual cost benefit of $200 million from insight-driven customer interaction center
A leading pharmaceutical company needed to standardize customer experiences across a complex portfolio of brands, categories, and countries. Genpact designed a hub-and-spoke delivery model that consolidated over 125 siloed country operations with more than 40 languages into nine delivery hubs, and set up 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 feedback are producing $200 million in annual cost benefits.