Case Study: Getronics achieves unified call recording and consistent quality management across international service centers with Calabrio Quality Management

Getronics Delivers Consistent, Superior CX Across All Service Centers

Getronics, a global IT services firm serving more than 2,000 customers with ~3,900 employees across 23 countries, needed a way to standardize contact center operations. Its distributed VoIP contact centers in the Americas, Europe and Asia couldn’t easily shift seats between locations, record remote agents, or consistently measure quality and support a growing work‑from‑home workforce, which hindered service delivery and SLA compliance.

Getronics implemented Calabrio Quality Management (with Calabrio WFM) to record, retrieve and evaluate calls uniformly across all sites. The solution enabled automated, rules‑based selection of interactions, customizable evaluation forms, consistent quality management and support for virtual agents—helping the company uphold SLAs, be more responsive to customer needs and incorporate feedback into product development.

Getronics