What We Do
Omnichannel Customer Service
Generating Smart Customer Service Impact
Customer service is the cornerstone of retention, loyalty, and long-term revenue growth – an opportunity for businesses, not just a cost. However, many global organizations struggle to achieve the operational efficiencies that would help them to outcompete through, for example, increased first contact resolution (FCR), personalized marketing strategies, and targeted offers based on customer behavior and attributes.
Genpact's Omnichannel Customer Service solutions generate business impact, such as more efficient lead generation and customer experience management across multiple channels, including web and voice.
Customer Acquisition And 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 and Product Support
Enhances customer satisfaction and reduces our clients' total cost of operations.
Genpact has been delivering omnichannel customer services since 1998. We design, transform, and run customer service processes for clients using a Lean DigitalSM approach, which combines design-thinking principles that focus on the end user, with Lean methods, digital technology and analytics, and domain knowledge.
Our proprietary Smart Enterprise Processes (SEPSM) framework helps companies reimagine how they operate by integrating technology and Data-to-Action AnalyticsSM. It is built on years of cross-industry experience from designing and managing clients’ business process services and global contact centers. Using a combination of advanced operating models, technology and analytics, we solve customer service issues at their core.
Genpact's Omnichannel Customer Service solutions include advanced analytics and social media services to drive smarter interactions and improve the customer experience. Our worldwide delivery centers ensure the right combination of near-shore, onshore, and offshore customer experience management, 24 hours a day, with end-customers wherever they may be located.
We have a proven record of helping our clients balance the competing business objectives of improving customer satisfaction, reducing costs, and generating revenue. We help clients grow and become more competitive while also managing risk and compliance.
A leading healthcare organization enhances customer experience and cuts costs by reimagining contact center operationsRead Now
Generating customer loyalty with Intelligent OperationsSMRead Now
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 rate 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 and yielding higher levels of customer satisfaction.
Customer satisfaction increased by 300 base points for a leading pre-paid card 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.