Reduced repeat calls
To address a high level of repeat calls, HGS committed to first-contact resolution (FCR). We created a plan of action to address underlying issues based on trend analysis. We executed a customer blitz campaign to address all opportunities leading to repeat calls and cases. Based on these initiatives, we redesigned processes (e.g., callbacks) to reduce repeat callers. By deliberately focusing on issues that drive repeat calls or invalid call direction, HGS reduced repeat call types by approximately 10%.