Case Study: P-Direkt achieves faster HR service and higher satisfaction with Genesys

Customer Service Benefits From Innovation and Automation

P-Direkt is the Dutch government’s centralized HR shared service center created by merging HR departments from 12 ministries to serve 123,000 employees and deliver about €51 million in annual savings. Its challenge was to establish a high-standard, growth-ready contact center—integrated with a large SAP landscape—that could reliably help government staff maintain HR profiles, meet strict SLAs and expand to new channels and clients.

P-Direkt deployed Genesys Contact Center Modernization and Continuous Workforce Optimization with a SIP-based telephony setup across two locations, plus call recording, quality management and SAP integration. The center now handles about 1,500 calls a day with an average wait time of 30 seconds, customer satisfaction around 70% and employee satisfaction at 67%, while enabling mobile self-service pilots and future multichannel expansion.

P-Direkt

Marije Westra

Program Manager