Probe Group is one of Australia’s largest business process outsourcing (BPO) providers, with more than 18,000 agents delivering services onshore in Australia, nearshore in New Zealand and offshore in the Philippines. Guided by the belief that great employee experience translates into great customer experience, Probe wanted to prioritize its workforce management by adopting the best-in-class resources, technology and processes that empower personalized customer services.
Realizing this goal meant Probe had to transform its end-to-end business processes from employee onboarding to service delivery. The company needed an agile way to integrate its many siloed applications, which were hindering employee productivity and experiences. It sought to build work-from-home capabilities to meet evolving employee expectations, as well as business continuity requirements that its legacy on-premises contact center couldn’t support.
In addition, the company aimed to improve the speed of its onboarding and service provisioning by closing the gaps in its traditional technology procurement and integration approach. Probe also wanted to improve its efficiency and performance. In particular, lowering AHT was a focus for its contact center — and it felt that enhanced routing could help it achieve this.
“Metrics like AHT are reflected in our contracts with customers on a risk and reward basis, so improving and managing performance is extremely critical to us,” said Andrew Hume, CEO of Probe.
Cloud integration enables fast service deployment
Seeing the benefits early, Probe became one of the first in the APAC region to transition to the cloud. A cloud-based omnichannel platform was deployed in 2017 to bring greater agility across channels and enhance its customer services. Following a rigorous evaluation process, the company decided the all-in-one Genesys Cloud CX solution had the best-in-class offerings to suit its unique requirements.