With broad expertise in workspace management, applications and consulting, Getronics delivers innovative solutions that help knowledge and mobile workers collaborate productively, securely and effectively, whenever and wherever they are.

Getronics’ service center aims to act as a single point of contact for clients looking to resolve IT and select business issues. But its operations were widespread—the company’s America’s system is located in Boston, Massachusetts, for instance, and handles quality management efforts across sites in Houston, Texas, and Mexico City, while a European system based in Brussels, Belgium, handles quality management for call centers across Europe and Asia. Leaders couldn’t achieve optimal service center efficiency because they couldn’t quickly, seamlessly shift call center tasks between global service center locations as needed. They also couldn’t configure their current recording system to cover agents in remote locations. In addition, leaders needed to find a way to manage quality metrics across the multiple contact centers while monitoring a growing number of work-from-home agents.

With Calabrio Quality Management, contact center leaders now can support call recording and quality management across all international locations.

They, for example, can easily identify appropriate customer interactions for evaluation based upon specific business rules, and customize evaluation forms accordingly as their business needs and rules change. These new initiatives help Getronics uphold service-level agreements with clients while continuing to be responsive to customer needs and incorporating customer feedback into product development whenever possible.