Case Study: Consumer electronics
Nearshore solution drives innovation and cost transformation
Client gets business continuity, improved performance, better CSAT, and lower costs with a Jamaica-Canada solution
In April 2017, during contract renewal, the client expanded the business to Canada impressed with the amazing work being done in Jamaica. Today this partnership continues to thrive, with early tracking showing that the location change will be a significant transformation driver. HGS continues to educate agents on the use of the knowledgebase so they can readily find information and solutions, for an eventual significant AHT reduction, as well.
“The agents in Jamaica provide some of the best customer service and they can de-escalate customers very well. Since the beginning of the campaign in Jamaica, we have had a very low attrition level, which makes us think that the agents are extremely committed to our campaign.”
— Call Center Supervisor Client