Results
As we developed more of the automated processes, we saw a significant change in service level with no increase in staff.
Then, in January of 2021, when the client leveraged HGS’s offshore social media experience with just a 12.5% increase in spend, we more than doubled the team size from 18 to 40.
Notably, simply doubling the team size would not have been enough to drive the improvements in response time that were realized. We also significantly increased the productivity of each person on the team through various automations, allowing us to accomplish with 40 agents what originally was forecasted to require 80.