Opportunity Identified

When our client first transitioned to Genpact, we immediately recognized several inefficiencies affecting Training and Quality. Using an Impact vs. Effort Quadrant, we prioritized key challenges:

• Long Handling Time – Bottlenecks slowed down customer service agents.
• Difficulties in Finding Information – Navigation issues led to delays and frustration.
• Unclear Information Versions – A lack of version control caused inconsistencies.
• Low Quality Scores – Quality gaps affected overall performance and customer experience.

Proposed Solution

To address these challenges, we developed a comprehensive Knowledge Base with built-in automation:

• Centralized, User-Friendly Access – Ensured quick and easy retrieval of information.
• Automated Notifications – Alerted users to updates and new posts, keeping content relevant.
• Version Control System – Eliminated confusion by maintaining accurate and up-to-date information.

Observed Benefits

• ✅ 38.6% Reduction in Critical Errors – Improved accuracy and consistency.
• ✅ Enhanced Efficiency – Agents resolved inquiries faster with readily available information.
• ✅ Stronger Knowledge Management – Automation ensured continuous improvement.

This project was a significant milestone in leveraging technology for operational excellence. Stay tuned for more insights as I continue my journey towards Digital Greenbelt Certification! 🚀