Case Study: CPG
Reducing costs for a next-generation consumer affairs program
Outdoor gear company turns to HGS for improvements in revenues, analytics, AHT, and the omnichannel CX
HGS redesigned the internally supported customer service function to deliver a customer experience to bolster loyalty and drive revenue for a recently acquired business. HGS used existing agents to support the acquired organization to dramatically improve the results achieved by the internal support center. Not only did this solution save recruitment and training costs, but it provided a complementary pool of shared resources.