C O N T A C T C E N T E R A N A LY T I C S

Contact Center Analytics

In current economic scenario, one of the key objectives for an organization is to reduce the cost of operations while maintaining customer satisfaction. Our contact centre analytics solutions help achieve high performance standards and enhance customer satisfaction at a significantly lower cost.

Key business challenges facing a contact center today include:

• Increased complexity of customer interaction by introduction of new contact channels

• Inability to understand and predict customer behaviour• Lack of intelligence and tools to promote self service without

impacting customer satisfaction

Genpact contact center analytics suiteGenpact was an early entrant in embracing analytics for improving contact center operations. Leveraging its GE heritage, lean and six-sigma DNA and the experience in implementing analytics solutions in multiple contact centers (15+ organizations across the globe), Genpact has achieved significant expertise in optimizing contact center operations. Genpact’s analytics solutions are quick to implement and produces measurable and sustainable.

Our solutions enable a 5%-8% reduction in operations cots Year-on-Year incrementally while simultaneously improving customer satisfaction. Our solution suite consists of:

Call elimination toolkit:Increases self service, reduces repeat contacts and moves contacts to less expensive channels

• Interactive Voice Response (IVR) optimization module- Increase self service through menu optimization and

predictive analytics- IVR Optimization Tool: A technology tool with embedded

analytical capabilities that provides a holistic picture of customer experience and provides a platform to identify sub-optimal interaction points

• Web breakage analytics module: Addresses reasons for customer calls pre/post web visit through web interaction optimization analytics

• Recall Analytics module: Reduces recalls by applying an analytics framework that includes recall definition, segmentation & root-cause analysis

KPI reporting toolkit:A comprehensive suite of predefined reporting templates and KPIs that is readily deployable within a few weeks. It provides an excellent MIS framework that drives strategic and tactical decision making. This toolkit consists of four modules:

• Operations Performance• Agent Performance reporting• IVR & Web reporting• First Call Resolution (FCR) reporting

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.

For More Information, Contact:

Sudhindra NBusiness Development and Solutioning+1 224 678 2758sudhindra.N@genpact.com

Raj NarasimhanSolutioning and Business Delivery+91 97390 08102rajkumar.narasimhan@genpact.com

Customer satisfaction toolkit:An integrated analytical framework for call quality monitoring & voice of customer processes. Through data driven analytics, ensure statistical significance in insights, rationalize processes and drive strategies through sophisticated segmentation & root-cause analysis.

We also offer Forecasting & Capacity Planning solutions that compliment workforce management tools.

Engagement options for our solutions:• Point solutions – Deploy a specific solution from our solution

suite if you have an identified pain area• Intelligent Contact Center Program – Through this unique

program, partner with us to make your call center best-in-class. This program offers a combination of consulting and implementation services which will provide your call center quick & tangible operations cost reduction and customer satisfaction increase

• Benchmarking & Consulting Services – An exhaustive benchmarking exercise followed by a strategic technology & analytics consulting service. We provide you with a comprehensive improvement road-map & strategies to make your call center best-in-class

IVR OPTIMIZATION TOOL KPI REPORTING TOOLKIT

Pre-Defined Templates & KPIs

Reporting for all aspects of call center

Quick Deployment & Technology Agnostic

Call Flow Analysis

Segmentation Analysis

Dominant Path Analysis

Menu Option Analysis