One Love, Two CX Superstars: A “Decade Duo” Reflects on 10 Years of Success at HGS Jamaica

Agent motivators in the workplace: Compassion, connection, competition, and cash!

When it comes to making sure every customer interaction is a great one, Onika and Santria agree that it’s all about demonstrating empathy, building rapport, and making each customer feel comfortable and cared for, because practicing compassion and connection is the best way to keep customers. They also said that product knowledge is very important, which is directly related to a good training experience.

Regarding what helps encourage employees and increase quality scores, the two ladies laughed.

“Money!” they both said with big smiles, adding that friendly, empathy-based competitions really help trainees feel appreciated and motivated. The prizes often include small amounts of cash, gift certificates, or packages of sweets and treats to enjoy.

Their favorite part about working at HGS is the family-like vibe and how everyone is encouraged to talk and uplift each other. When challenges arise, there are always people who will listen, assist, and help to fix the situation when possible.

The two trainers are of one mind regarding HGS’s level of care for employees’ well-being. Onika knows first-hand how HGS varies from other employers, “Even though all work has stressful moments, the environment at HGS is relaxed such that people have time to learn and grow. It’s not uncommon for music and dancing to break out to relieve stress. I’ve seen many employees leave HGS, only to promptly come back after experiencing the stress and culture shock of working elsewhere. Here, I can honestly tell myself that the sky is the limit.” Santria agreed – “Unlike other companies, the environment is actually enjoyable. I’m encouraged to shine like a star and embrace any opportunity that comes my way. HGS goes the extra mile for employees – even as far as providing transportation for employees who have to work late shifts.”