iGATE Global optimizes the performance of your contact center through process optimization and through implementation of quality standards such as Six Sigma. Analytics embedded into the processes helps constantly identify ways to connect better with customers and identify prospects efficiently. Other services under the consulting umbrella include TAM services. Combining process efficiency with technology, we have worked with a number of clients and successfully reduced operating costs and improved efficiency on a sustainable basis.
iGATE is an internationally recognized Call Center Consulting firm offering a wealth of expertise in Process Improvements, Implementation Consulting and People Solutions. We have helped the world's leading corporations gain and sustain competitive advantage, and achieve profound tangible results.
We help companies achieve sustainable benefits, including:
Reduction in cost to serve customers
Increase in revenue generated by customer service
Improvement in customer loyalty and retention
Increased operating efficiency
The solutions are customized to our client's workplace, designed specifically for our client's need at hand, ultimately engaging the hearts and minds of people to establish buy-in and maintain their involvement throughout an iGATE engagement.
iGATE Business Process Reengineering service is delivered by a consulting team of domain and process specialists. We aim to provide high impact reengineering solutions through a combination of:
Our proprietary process assessment tool, Process Maturity Model
Knowledge and skill-set of our consultants
Scientific rigor through Statistical Modeling
Benchmarking with Best-in-Class processes
Our expertise in technology , Project management and Change management
The following diagram provides an overview of our BPR methodology:
We use Case wise Corporate Modeler TM to capture 'as-is' state, analyze it and create 'to-be' state
iGATE uses CCMA methodology to summarize the maturity of different aspects of the capabilities required to provide the best services to its client's business. It helps in optimizing the cost of operations and enhancing the customer satisfaction levels. Our contact center maturity assessment model measures a contact center along 7 degrees and benchmarks the performance against industry standards to identify and prioritize improvement opportunities.
The "Seven degrees of Contact Center Maturity" are:
Each of the dimensions is analyzed at a component level. A summary of the overall Contact Center performance is drawn along each dimension and compared against industry averages and best-in-class performance.
The client's degree of deviation from the industry benchmarks identifies immediate and high opportunity areas along with the computation of ROI for this effort.
iGATE uses the 7C Model to effectively measure the Customer Experience for a Contact Center. Each of the seven parameters of this model are further broken down and measured for maturity at a component level.
The 7Cs of Customer experience are:
Convenience
Choice
Competency
Commitment
Customers are recognized when they call and routed
correctly
Customers can use online technology for contact center interactions
Customers resolve their issue(s) at the first point of contact
Customers receive confirmation that their issues are resolved
Customers can schedule convenient callbacks
Customers can choose to self service or speak to a rep
Customers consistently encounter courteous sales, service and support professionals
Customers are able to jointly define how and when they will be served
Customers can always reach a human who speaks their preferred language
Customers who need to transfer are transferred warm and no repeat of information is needed
Customer perceives agent as understanding his/her concerns
Customers perceive that their feedback leads to swift changes and will benefit them on their next contact
"iGATE has been crucial in helping PCF provide a more reliable service
product to our clients. The solutions that iGATE delivered at PCF were on
time and within budget…iGATE's depth in contact center processes and technology, combined with their technical expertise, makes them leaders in the Genesys space."
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