Case Study: Financial
Providing stellar customer service for a high-growth payments app
American startup turns to HGS during critical stage of growth
HGS employs tailored recruitment and then stringent training to drive this stellar CSAT:
HGS leadership keeps employees engaged as “brand ambassadors,” with initiatives like trips to the client’s Chicago location for strong performers, to experience the brand firsthand. Additionally, there is focus on top performers, with recognition for MVP performance development of agents on critical KPIs. Team members are ensured a variety of tasks, with movement across both floor location and job responsibilities. “The number one compliment from our agents has been the team lead support,” Yates says. “We really are like a family, with a welcoming culture and agent-toagent support and relationships.”
4.2/5
agent friendliness survey score
indicated stellar CSAT
20%
annualized attrition
showcase the success of this program
90%
of the leadership team
for this account were promoted from within
95%
training graduation rate
for agents