HGS had evolved to support this diverse client’s evolving customer demands, over voice, 24×7, in English. Today, we provide support for all card member inquiries, including membership rewards, payment and balance inquiries, and replacement cards.
Our Philippines location staffs a specialty escalation group handling calls from card members wishing to speak to a supervisor as well as assist calls from agents requiring more detailed product knowledge.
When this client’s focus shifted to driving higher on-target NPS, we turned to the data. An in-depth approach to data mining and analysis helped our team identify the key drivers of performance, allowing us to develop targeted action plans. With strategic coaching plans, we helped drive NPS results to the next level.