HGS Digital and Twilio exceeded the client’s expectations by helping the agents rapidly transition from an office to a home setup, while continuing to provide expert technical support to customers. Quick planning, stable infrastructure, telephony integration with Salesforce, and specific metrics reporting all contributed to the following successful results.
The way forward
Post-pandemic, the aim is to triple or quadruple the number of agents for an upcoming three-year contract opportunity that will help the client keep up with increased volumes. The client is open to a hybrid model with half of the staff in center and half operating from home, thereby helping to save on office and maintenance costs.