This client’s products are delivered on a subscription basis, and B2C and B2B customers have to call in if they want to delay shipment or cancel an order.
The client engaged HGS to provide voice, chat, and email customer care; on-demand video support; as well as technical support services for US, Canadian, and UK customers from the Philippines and Jamaica. HGS’s large, distributed team of brand ambassadors provide support for 6+ lines of business to bolster this company’s vibrant retention and CX program and to inspire customers.
Whether they pertain to NPS®, CSAT, or revenues, HGS’s meetings with the client occur weekly, monthly, quarterly, and annually to ensure that we stay in lock-step with the clients goals, objectives, and ambitious plans for expansion.
HGS forged a close partnership with the client to deliberately enhance performance efficiencies, such as:
- Proactive, real-time AHT monitoring
- Skills-based routing
- New account look-up process
- Screen pops
- Oracle policy automation
- Daily huddles and coaching
Staffing and training follow a proven blueprint that ensures agents are matched with the roles that best suit their skills and personalities.
Multiple levels of call listening sessions — backed up by metric achievement, data analysis, and agents’ manual tracking — form the bases of all action plans.
A recognition program for brand ambassadors, call modelling sessions, and manager touch-base sessions are also in place to optimize results.