Concentrix - Innovation in Customer Service Management, Planning &
Company: Concentrix, Gurugram, Haryana, India
Category: Award for Innovation in Customer Service Management, Planning & Practice > Other Service Industries
Nomination Title: Technology Infused Agent Lifecycle
Essay:
Overview of Concentrix & the One Innovation team
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Concentrix is the World’s Top Customer Experience Company with 80+ Fortune 500 clients, 50 Unicorns / Disruptors, in 140+ locations and is supported by 225K staff members in 70+ languages. The One Innovation team at Concentrix is at the center of driving Innovation through Digital Transformation, Re-engineering, Six Sigma methodologies and Automation bringing in state of the art, world class customer experience.
Our team of over 100 Innovation Consultants globally, engage with existing businesses to assess the current-state to look at opportunities to infuse innovation and help envision a future-state customer experience.
One Innovation approach for Tech Infused Agent Lifecycle
Concentrix created a Technology Infused Agent Lifecycle that promotes Innovation and Technology Solutions infused at various stages of the agent lifecycle. From Sourcing and Recruitment, Training, Agent assist during production, digitization of processes to a continuum of grassroots ideation - all of which is supported with custom built Concentrix offerings for global standardization, staff welfare and business support.
Deployment Use Case of the Tech Infused Agent Lifecycle
Client: World’s Top Global Mobile Technology Company from China Location: China The APAC One Innovation team from China performed an end to end assessment of the client’s business (Inside out – Existing processes at Concentrix and Outside In – Competitor Study and Customer Journey Mapping) to understand the business pain points and identify opportunities for Innovation, Automation and Optimization.
The transformation roadmap was built on the principles of the Tech Infused agent Lifecycle bringing:
- Digitized and optimized recruitment
- Training Improvements
- Elevating Agent Performance
- Digital Enablement (AI BOT enhancing self-serve)
- Grassroots Ideation and the Innovation continuum
The transformation roadmap for the client included our observations from the assessment, the business challenges both within the Concentrix scope of work and at the client organization. Against the challenges, the transformation roadmap recommended solutions from Concentrix in each one of the 5 workstreams of the Tech Infused Agent lifecycle supported by the cost benefit analysis and ROI.
Deployment and results from the solutions based on the Tech Infused Agent Lifecycle
The Concentrix solution offered a compelling business case based on which, the client approved potential solutions that were deployed in 2019 and 2020 driving sizable savings and benefits for the customer and Concentrix (greater than $1.00 Mn). Attached is the summary of the challenges / opportunities observed, solutions designed and deployed for the customer and the benefits driven for the client and Concentrix.
In Conclusion:
Concentrix was able to design and deploy state of the art solutions with out-of-the-box thinking. We take a long-term strategic approach to Innovation, Transformation and Digitization keeping our clients and their customers at the center of everything we do. We set ourselves apart by building long term, outcome-based relationships with our clients that enable them to achieve their vision of CX. Partnering with our clients means we bring the technology and innovation foresight based on our experience in working with global clients across verticals and share best practices to help them realize value for their end customers. Our approach to drive Innovation, Transformation and Digitization throughout the company not only impacts Concentrix and our global clients but also significantly develops, aids and supports staff who are able to drive world class CX."