Getronics Leverages Calabrio Quality Management to Support an Expanding Virtual Workforce
Case Study: Getronics

IT Services Company streamlines multiple contact centers with Calabrio ONE

Resulting in automated quality assurance processes for more efficiency

BACKGROUND

Getronics provides people with the means to work together productively, securely and effectively, wherever and whenever, with a focus on delivering and implementing Microsoft and Cisco solutions. With broad expertise in workspace management, applications, and consulting, Getronics brings innovative solutions to its clients to provide reliable and accessible workspaces for knowledge and mobile workers.

THE CHALLENGE

The Getronics service centers are a single point of contact to resolve clients’ IT and selected business issues. The company had a recording system, which did not have all the capabilities to meet its business requirements.

Getronics often shifts call center tasks between its service center locations across the world to maintain efficiency. This must be accomplished quickly and seamlessly. Getronics found that it was difficult to configure its current recording system to cover agents in remote locations.

While searching for a better solution, Getronics looked at offerings from several vendors. However, the total cost of ownership (TCO) to deploy those systems was expensive. Getronics was introduced to Calabrio Quality Management, which provided call recording for distributed, VoIP-based deployments such as that in place at Getronics. This IT service provider became an early adopter of Calabrio Quality Management and tested the product from inception.

THE SOLUTION

Calabrio Quality Management supports call recording and quality management for Getronics’ numerous international locations. Getronics is a prime example of the value of Calabrio Quality Management within a distributed, virtual contact center environment. Their Americas system, located in Boston, Massachusetts, also handles quality management efforts across sites in Houston, Texas and Mexico City, Mexico. A European system, based in Brussels, Belgium, handles quality management for call centers across Europe and Asia.

Getronics uses Calabrio Quality Management to find customer interactions for evaluation based on business rules. Customizable evaluation forms allow Getronics to make modifications to the forms as their business needs and rules change.

THE RESULTS

Calabrio prides itself on being responsive to the needs of customers and incorporating customer feedback into product development.

“We have service level agreements that are guaranteed to our clients, and our quality management program is a critical component of that,” said Vice President of Integrated Managed Service Delivery for Getronics. “One of our clients is a leading global provider of financial solutions and is based in Germany. Due to the critical financial nature of the transactions, this client needed some specialized functionality. Calabrio was able to incorporate this feature into the product without any special customization costs. 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.”

AT A GLANCE:

INDUSTRY: Technology/IT Services

SEATS AND LOCATIONS: 480 seats in multiple international locations, including work-at-home agents

PRODUCTS USED: Calabrio Quality Management and Calabrio Workforce Management

THE CHALLENGE:

Needed to manage quality metrics at multiple contact centers while also monitoring work-at-home agents.

THE SOLUTION:

With Calabrio ONE, Getronics can record, retrieve, and evaluate calls from all locations based on set business principles.

Customer Experience Update