Customer Care Services Genpact focuses on improved Contact Center effectiveness to help global companies achieve true customer satisfaction. We do this by providing highly skilled associates with the right industry experience from delivery centers throughout the world. Through the right combination of near-shore, onshore and offshore solutions, we provide end-to-end support across the globe. Our extensive operational experience across multiple product and service lines places us at the forefront of customer service to deliver account management, general query management and a full range of online service support activities. Our Approach At Genpact, our people are our strength. We take an innovative approach to recruiting, hiring and training our associates, employing creative techniques to attract and screen the best talent. Our stringent hiring practices and teamwork culture ensure we have a passionate, dedicated and talented workforce with multi-lingual skills for all forms of client contact. Through the use of technology and high quality analytics, we are able to enhance contact center operations leading to reduced costs and improved customer retention levels. We have access to specialized software and technical solutions which streamline contact center processes and give agents the tools to accelerate problem resolution. Our focus is always on first time call resolution and accuracy of transactions. With the right mix of people, technology and operational excellence, it’s possible to provide effective customer contact center services and still reduce costs and increase revenue generating opportunities. Client Successes A global finance company was experiencing problems that placed them in the lowest quartile for performance versus their peers. In order to improve their customer experience and reduce operating expenses, they needed to increase productivity and customer satisfaction. With innovative analytics and process reengineering, Genpact was able to help through a Lean Six Sigma structured approach. We studied key parameters affecting their production capacity and standardized work types into four specific complexity levels. This resulted in a 45 percent increase in productivity of our client’s processes enabling the agents to spend more time with each individual customer resulting in increased customer satisfaction.