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Genpact helps a global manufacturer of printers and other imaging solutions to increase customer satisfaction and drive revenue growth
About the client
A global name in photographic films, cameras, printers and other imaging solutions A global manufacturer of hi-tech products partnered with Genpact to provide product support for its printers with the objective of improving customer satisfaction. Result: Sustained improvement in Customer Satisfaction Scores by 12%.
Industry
Hi-Tech
Business challenge
As its customers shifted to digital technologies, the client embarked on a major transformation in its product strategy. Inkjet printers and commercial printers were now core to clients portfolio. The product support function was struggling to respond due to lack of mature process and usable insights resulting in: Limited number of issues resolved on first call Training time increased by 30% due to high attrition Inability to handle seasonal variations in volumes No process for agent selection Inconsistent customer experience due to lack of proper controls Agents placed more importance on number of calls handled rather than quality of resolution
Result
86% Resolution on first call 80% Customer satisfaction scores
Customer testimonial
truly appreciate your dedication, hard work and commitment to our customers making us all better able to exceed our customers expectation and deliver superb support for each contact Client Strategic Planning Manager
Multiple channels (phone, chat, e-mail) L1 Support Recommended fixes based on experience and knowledge base Trigger warranty Support recently launched printers Capture complaints and forward to design teams to improve the product Multi-channel technical product support for end customer White glove Support office series customers Priority resolution including following up to closure Higher levels of customer satisfaction Support for highly valued customer Loyality support Offered additional services Higher levels of customer satisfaction Escalated technical support Feedback to product development and knowledge management team
L2 Support
A continuous improvement framework leveraging insights and best practices has been put in place to move to Best in class support operations.
MANAGED Customer satisfaction 68% to 76% Customer first call resolution increased from 44% to 67% KB Usage AHT RCCA & Visual Dashboards implemented Close looping with verbatim analysis for agent feedback
OPTIMIZED Customer satisfaction 76% to 80% Customer first call resolution 67% to 72% AHT 31 min to 27 min Lean and Six Sigma implementations
BEST IN CLASS Change modality mix - Phone to chat and Self help Incident elimination Streamline upstream processes Improve product design based on insights from product support Cost out e.g. No Problem Found printers % reduction
BEST IN CLASS TALENT ENGAGEMENT Incorrect hiring, inadequate training and agent attrition was identified as a key cause of loss of knowledge, lower first call resolution and customer dissatisfaction. A focused approach to talent management and engagement helped ramp to 300+ agents and start delivering to service levels in a short span of time. Recruitment: Use of voice and non-voice screening tools and involvement of trainers and front line managers helped recruit the right candidates in a short time span. Right mix of experienced resources and managers were deployed to provide active floor support to guide newer agents and minimize errors and to handle complex queries and irate customers. Training: A toll-gated training program was rolled out to ensure high quality with innovative delivery techniques Blended learning focused on knowledge based and soft skills training Technical and process trainings from SMEs, process coaches, managers Self-paced learning modules for soft skills like call handling, cultural orientation, problem understanding Peer learning buddy programs for new agents complement intense class room trainings
Vitality trainings and simulator based refresher sessions are organized for frequently occurring issues based on daily metrics Individual training curriculums tailored based on analytics Retention: Employees are supported in there career development with structured programs. Attrition was managed down to 10.2% on an annualized basis - significantly below industry averages through employee engagement programs like Skip level meetings, employee meets, fun @ work events, family connects and celebrations on milestones, birthdays/ anniversaries etc. to create an inspiring work environment.
About Genpact Genpact is a global leader in business process and technology management services, leveraging the power of smarter processes, analytics and technology to help its clients drive intelligence across the enterprise. Genpact provides a portfolio of process-driven services strengthened by its industry vertical domain expertise, analytical insights, and intelligent technology solutions for better business outcomes. www.genpact.com 2012 Copyright Genpact. All Rights Reserved.