Omnichannel Customer Service
Call Quality Optimization
Generating Smart Customer Service Impact
Call quality is an integral part of the customer experience and can generate significant impact via revenue conversion. Despite this, many contact centers suffer from suboptimal call quality due to inadequate tracking and monitoring tools and processes, and insufficient resources. Genpact's Call Quality Optimizer, part of our Omnichannel Customer Service portfolio, improves call quality through segmented monitoring, performance analytics, and agent training.
Solutions
Genpact designs, transforms, and runs customer service operations that help organizations generate revenue and manage cost, risk, and compliance. We architect the Lean DigitalSM enterprise by combining design-thinking principles with Lean practices, digital technologies and analytics, and deep domain expertise. Our approach reimagines organizations beyond the front, middle, and back office to deliver end-to-end customer service solutions that deliver business impact.
Genpact’s Call Quality Optimizer helps clients align their contact center objectives to business outcomes, monitor and analyze agent performance, and provide feedback and training to enhance the overall customer experience. Through a center of excellence approach, Genpact’s clients gain access to experienced call quality coaches, specialized analytics, and innovative call-monitoring technology.
We draw on our expertise in designing and running customer service operations for global clients across industries. We service more than 15 million end customers, and our quality coaches evaluate more than 70,000 calls per month.
Impact
We generate impact by improving contact center governance and management, and linking organizations’ customer service strategies to business outcomes. We commit to improving call quality metrics, such as, customer satisfaction scores (CSAT) by 10–15%, which increases customer retention and revenue conversion, and reduces delinquencies.
Customer satisfaction increased by 300 basis points for a leading pre-paid card provider
The company's quality of customer 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 the gaps and causes of low CSAT, redesigned the entire quality assurance process, and trained quality analysts on the new approach. Within just four months, customer satisfaction rose 300 points.
12 percentage point increase in sales conversion rate in two months through call-quality monitoring
A leading U.S. retailer was suffering from low sales conversion and poor customer query resolution. On a month-to-month basis, the performance of its customer care service provider improved marginally. Genpact revised the call quality guidelines and analyzed call types and defect drivers, identified critical and fatal errors based on their effect on conversion rates, and created new reporting dashboards. Implementing a new call quality score sheet led to an increase in sales conversion rates, from 26% to 38%, within two months.
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