HGS agents provided pre- and post-sales support to customers of all ages. Agents coached customers on choosing, setting up, using, maintaining, troubleshooting, and upgrading products. Typical calls included properly fitting the devices, explaining differences between home and medical-grade/hospital units, maintain stickiness, and reading product statistics.
To help infuse the client’s culture and facilitate more productive conversations, HGS displayed medical devices on shelves and hooks on the contact center floor. Twenty-two full time team members covered five channels. Experienced agents learned to navigate ever-changing configuration differences in desktop, laptop, wearable, and mobile devices.
Key elements of the HGS solution: