Genesys Case Study
Philippines
Challenge
Genesys Customer Care went through a transformation initiative to align the organisation with its guiding principles. These include: Solve customer issues on first contact, Meet service level targets 100% of the time, Measure relevant global KPIs to ensure success, Focus budget on customer-facing value. Part of this initiative involved a move to a tierless support model, which would deploy more technical resources closer to customers. Genesys also planned four product teams to be available for live technical support 24/7. But the transformation wouldn't be possible unless the company sourced a highly skilled team that could provide the necessary coverage.
Our criteria were relatively straightforward—or so we thought. We needed technical people willing to work shifts and have great customer-facing skills. Though we considered a number of companies to work with, only Outsourced found the right candidates. We started with a small team to cover our weekend shift work and have been so happy with the result that we have since decided to expand the operation with help from Outsourced. — Dean Cottle, Vice President of Customer Care at Genesys<br /><br /> <br /><br /> We have been so happy with the people they have brought on board we have decide to expand the operation. This is testament to the flexibility and determination of the Outsourced team who have been more like an extension of our company rather than a 3rd party.
Solution
Outsourced worked closely with Genesys to deploy an 80-strong team of professionals at the Eastwood Manila office. The solution involved recruiting highly skilled technical professionals including Business Applications & Technical Support Engineers, Cloud Customer Care staff, Analysts & Implementation Consultants who could work shifts and provide excellent customer service. The team was established to support Genesys's transformation to a tierless support model and provide 24/7 technical support coverage.
Results
Genesys successfully established 24/7 technical support coverage with their 80-strong offshore team in Manila. The team continues to grow, and Genesys started with a small team to cover weekend shift work but has been so happy with the result that they have since decided to expand the operation with help from Outsourced. The partnership has enabled Genesys to achieve their transformation objectives while maintaining high service quality and meeting their global KPIs.
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