The solution
HGS Digital’s team of seasoned service professionals worked alongside the client team to build and deliver the following:
Creation of contact flows
- Creation of contact flows within Amazon Connect:
- Inbound calls are routed to the agents who are tasked to handle calls from applicants from a specific country (US or Canada).
- If no agents are available, the caller is given an option to leave a voice mail instead of continuing to wait on the queue.
- Agents also make outbound calls to the applicants for screening and scheduling.
- All calls are recorded 100% via Amazon connect and stored on S3.
- The default reporting platform of Amazon Connect will be used for all real-time and historical reports.
- It took the team a day to setup the contact flows as compared to taking a week to set it up on our traditional on-premise systems.
- Different DID numbers were claimed from Amazon Connect corresponding to US and Canada applicants.
Technology scope
- Provide the enabling technology (Amazon Connect) to quickly setup the offshore recruitment support team:
- Cloud-based telephony system to handle inbound and outbound calls
- Call recording system
- Reporting and analytics
In-house developed recruitment management system (RMS) will be used for job openings and candidates matching
Results
The technology was set up with a collaboration between the HGS Digital team and the client’s Philippines technology services team.
- Time to market was significantly improved by avoiding any procurement time (with an average time reduction of 15 to 30 days if the licenses are not available in-house for the on-premise system).
- Since Amazon Connect is a pay-per-use model, the per-minute cost of using the cloud platform is proving to be very economical to the business.
- Amazon Connect allows the client to scale over time without a need for an upfront capital expense.
- The platform can easily provide a multi-delivery/multi-geo center capability for the client without complex call routing designs when compared to an on-premise system.
- There was zero upfront capital investment on Amazon Connect vs. high CAPEX when using on-premise systems.