Scale to Accommodate Growth
How we do it
With a core staff of 27 that flexes to 80 during seasonal peaks, HGS employs the universal agent model to optimize results for this client. This model ensures prioritization of task and service delivery, vs. dedication to achieve specialization. “It’s one of the main reasons the client is so pleased with our support,” says Scott Yates, HGS Client Services. “They like our operational tactics, brand attention, and the service quality we deliver.”
HGS also brings a robust training model with adult learning infrastructure, such as Blackboard Learn. This adult learning approach allows agents to learn at their own pace, which encourages mentorship and teamwork.
HGS has managed workforce support to grow with the client, while simultaneously improving efficiencies. HGS does this by providing significant training savings by sharing product training and best practices with another consumer products client. And with the expansion of support, customer care quality has remained strong. HGS has consistently met all service level expectations, with low abandonment rates. Under HGS’s leadership, cost has been reduced by managing to volume and cross training agents on other client family programs, which gives us the ability to move crosstrained agents among multiple programs.
Under HGS’s leadership, cost has been reduced by managing to volume and cross training agents on other client family programs, which gives us the ability to move cross-trained agents among multiple programs.