Getronics Delivers Consistent, Superior CX Across All Service Centres
Uniform call recording
Consistent quality management
Better support of
expanding virtual workforce
expanding virtual workforce
At a Glance
Industry Technology/IT Services
Products Used Calabrio WFM, Calabrio Quality Management
Getronics serves more than 2,000 customers and has over 3,900 colleagues in 23 countries across Europe, Asia Pacific and Latin America. Getronics’ transformation portfolio brings strong capability and expertise encompassing market-leading digital workplace, business applications, cloud services, security and smart space IOT solutions that help businesses prosper and thrive.
IT services firm unifies call recording and quality management across international contact centres
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 centre 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 centres across Europe and Asia.
Leaders couldn’t achieve optimal service centre efficiency because they couldn’t quickly, seamlessly shift call centre tasks between global service centre 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 centres while monitoring a growing number of work-from-home agents.
Getronics uses Calabrio Quality Management to record and assess calls across its distributed, VoIP-based contact centre operations.
Now Getronics can uniformly record, retrieve and evaluate calls from all international service centre locations based upon set business principles.
When we were first offered Calabrio Quality Management as a proposed solution, we were intrigued by the innovative architecture, simple administration and impressive roadmap. We have found that it has been precisely the right fit for our business.”
Vice President of Integrated Managed Service Delivery
With Calabrio Quality Management, contact centre 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.
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