Global Locations

HGS Philippines

Smarter customer experiences. Better business process optimization.

Pushkar Misra, CEO & President HGS Philippines

Pushkar Misra

“For our more than 10,000 diverse employees, work life in HGS goes beyond hard work but a life experience where they are given opportunities to grow from the moment they join our team to being molded as leaders of tomorrow. Our corporate culture, where everyone is obsessed with operational excellence and innovation to become a reliable partner of our customers, has paved the way for us to be entrusted by the most respectable brands in the world.”

Pushkar Misra, President & CEO, HGS Philippines

HGS Philippines Successes*

Ready. Resourceful. Resilient.

69 NPS scores for BPO clients
69 NPS score for
BPO clients

64 percent of leadership promoted internally
64% of leadership
promoted internally

more than 10,000 team members
10,000+ team members

90 percent of staff moved into work at home model
90% of staff moved to
work-at-home model

less than 2 percent of voluntary attrition
<2% voluntary attrition

Merit increases issued
Merit increases

internal promotions given
Internal promotions given

Performance bonuses awarded
Performance bonuses awarded

Icon of jobs
No layoffs due to pandemic

*Based on 2020-2021 data

“We went to an almost complete work-from-home structure within a matter of two days. The speed with which we were able to implement that—to get the agents at home with equipment, voice quality and metrics and everything being maintained—was amazing.”

— Customer Care Director, Global Electronics Client

Solutions that offer peace of mind in moments of crisis

Many of our contact center employees in the Philippines and around the world have successfully transitioned to remote operations. Learn more about the HGS Work@Home program, and contact us below for a free consultation.

Connect with our experts >

Our locations

Filinvest One

Northgate Cyberzone,
Filinvest Corporate City, Alabang,
Muntinlupa City, NCR 1781

Twenty-Four Seven McKinley Building

7th Avenue Corner 24th Street
Bonifacio Global City, Taguig, NCR 1634

The Curve Tower

32nd Street Corner 3rd Avenue
Bonifacio Global City, Taguig NCR 1634

ZETA Tower, Bridgetowne

E. Rodriguez Jr Avenue, Brgy Ugong Norte
Quezon City, NCR 1110

Twenty-Five Seven McKinley Building

7th Avenue Corner 24th Street
Bonifacio Global City, Taguig,
1634 Metro Manila

Ayala Techno Hub

Boardwalk Avenue,
Smallville Business Center
Mandurriao, Iloilo City 5000

SM Strata

Benigno Aquino Avenue
Mandurriao, Iloilo City 5000

Avenir Building

Archbishop Reyes Ave.
Lahug, Cebu City 6000

Apple One Equicom Tower

Office 1141, 11th Floor, Apple One Equicom Tower, Mindanao Avenue Cor. Biliran St., Cebu Business Park, Cebu City 6000

Experience HGS Bridgetowne

Whether you have current contact center operations in the Philippines or are considering the area for the first time, HGS invites you to virtually tour our Bridgetowne site in Manila.

Latest news and insights

Brand reputation

How to elevate the brand reputation of a business

A business requires attention across multiple facets, but when stretched too thin, brand reputation can suffer. Find out how you can build your brand image.
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enhance CX through technology
Queen Elizabeth II 1926-2022

CX BFSI USA Exchange

Location: Orlando, FL
Dates: Oct 12, 2022 - Oct 14, 2022
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HGS Agent X - A seamless 360-degree CX

HGS Agent X – A seamless customer 360-degree experience

A customer 360-degree view creates a unified solution for businesses by compiling all the customer touchpoints into a single profile & optimizing CX.
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Cultural fit – A critical piece to digital transformation RFPs

Philosophical differences in operation and decision-making or the lack of cultural fit with the organization ultimately become frustrating hurdles.
Chatbots: A customer experience relic

Chatbots: A customer experience relic

Chatbots are evolving toward building an intelligent user-engagement hub. Read more about the latest trends and advancements in this domain.

Sponsorship | Build for the Future Summit 2022

Location: The Ivy, 1-5 West Street, London,WC2H 9NQ
Dates: 22nd September
glance customer experience

AI take-aways from the Zendesk “CX Trends 2022” report

While we remain agnostic when expanding customer experience (CX) technologies, it is important that we highlight the creative and new approaches in the CX tech marketspace. Zendesk recently released their customer research report,“CX Trends 2022” and interestingly these insights play on achieving more during a financial downturn by focusing on the customer, rather than taking resource and investment away from service delivery.

Execs In The Know Customer Response Summit

Location: Coronado, CA
Dates: Oct 24, 2022 - Oct 26, 2022

18th Annual Customer Contact West – A Frost & Sullivan Executive MindXchange

Location: Tucson, AZ
Dates: Oct 16, 2022 - Oct 19, 2022

Customer Contact Week

Location: Nashville, TN
Dates: Oct 12, 2022 - Oct 14, 2022
An internal checklist for RPA implementation

An internal checklist for RPA implementation

Learn about process assessment, RPA vendor selection, BCP, change management, and the other boxes you need to tick before implementing RPA.

CXFO Industry Council Retail Roundtable

Location: The Ivy, 1-5 West Street, London,WC2H 9NQ
Dates: 22nd September
A definitive timeline for RPA implementation

How to determine a definitive timeline for RPA implementation

RPA implementation programs can take longer than you think and depend on their complexity and other factors. Learn more about typical RPA implementation timelines.
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2018 Trend 2: 3 Ways Analytics Tools Drive CX Transformation

HGS Digital earns ISO 9001 and ISO 27001 certifications

In February 2022, HGS Digital received the ISO 9001 and ISO 27001 certifications, paving the way for ample future opportunities globally. ISO, also known as the International Organization for Standardization, is the world’s premier standards certifier that develops international standards that support innovation and provide solutions to global challenges.

One love, two CX superstars: A “Decade Duo” reflects on 10 years of success at HGS Jamaica

June 2022 was an exciting month for our nearshore delivery centers in the Caribbean. HGS Jamaica celebrated its 10-year anniversary, punctuated by a fun-filled party broadcasted over live video feed. The event featured two standout employees who have supported a banking client since HGS began operating on the enchanting tropical isle in 2012.
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Piggy bank drowning in water

How to handle increased customer vulnerability

A staggering 1 in 3 UK households are now struggling to pay bills, and so are classed as vulnerable customers. It is critical that organisations and their employees are prepared to deal with interactions from vulnerable customers and know how to navigate emotive conversations.
AI Breakthrough Award 2022
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Piggy bank needs rescue

CX trends and advice for inflationary periods

With the current stresses on consumer income and no sign of inflationary pressures easing, brands will have to work harder to encourage customer spending, support and retain employees, and maintain their market position.
Is your CX feeling the squeeze?

Is your CX feeling the squeeze?

The cost-of-living crisis puts additional pressure on the CX industry, which has already been hit hard by the pandemic. How we react to this – and ultimately re-emerge following it – will be reliant on strong people, processes, and an unwavering focus on CX. Strong partners focused on nurturing employees may help to weather the “perfect storm.”
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Winning Technology of the Year: Assisting drivers in distress

In recognition of our human-centric bot, Axle™, HGS has been named a winner for Technology of the Year in the 2022 Excellence in Customer Service Awards. With real-time tracking, notifications, customer reviews, and real-time engagement, Axle™ works quickly and efficiently to get stranded drivers back on the road.
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Beyond the CX: The total experience (TX)

A total experience (TX) ensures the goals of all stakeholders, through all channels and interfaces, are met during an engagement. Leveraging technology, putting employees at the heart of the TX, and journey mapping for everyone are logical steps towards a TX.
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Adult daughter giving mother a gift

Mother’s Day gift personalization

Even the smallest bit of personalization drives consumer engagement, delivers greater efficiency behind marketing spend, and ultimately grows revenue. And you may already have some personalization tools in your arsenal. Personalization, for example, can help you find the perfect gift for Mom this Mother's Day.
metal structure of a building

Building better chatbots: 7 key considerations

Implementing a chatbot is definitely not a once-and-done affair. Monitoring users’ evolving needs, creating a vision, iterating, and leveraging analytics ensures your chatbot reaches its maximum potential.
A person is interacting with a ChatBot on his mobile phone.
Colleen McCann photo
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Digital transformation: Perspectives from HR

An HR executive answers a few questions and shares tips to shed light on digital transformation timing and preparedness from the people perspective.
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Vying for — and winning — an agent’s time, attention, and loyalty in a gig economy

A mix of in-house and external talent with gig-style staffing models can infuse new energy and flexibility into many contact centers. However, when a gig worker has several companies demanding their time and attention, employers essentially compete for loyalty and engagement. This blog gives tips on becoming an employer of choice in the gig economy.
choose human or chatbot

The DIY era of CX: Solving with self-help and agent assist

The last time you needed customer service, did you immediately…
Alexie and Ori
IAOP award 2022
beating the multi cloud blues
Cloud computing

Retail-ready: 5 non-voice CX solutions to deflect high call volume

Concerned retailers are feeling the impact caused by recent…
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CMS wire
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Image of the 18th annual Frost & Sullivan Executive MindXchange conference site in Ft. Lauderdale, FL.

18th Annual Customer Contact East – A Frost & Sullivan Executive MindXchange

Location: Ft. Lauderdale, FL
Dates: April 3, 2022 - April 6, 2022
Execs In The Know Events

Consumer Response Summit

Location: Clearwater, FL
Dates: Mar 28, 2022 - Mar 30, 2022
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Remote Is on the Rise: Embracing Work-at-Home Jobs
CII Award
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Tim Ash
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Roundtable recap: A few highlights on creative contracting and digital transformation

HGS recently participated in a virtual roundtable discussion…

Make way for the metaverse: Plan now for the new CX universe

The emergence of the metaverse allows brands to create increasingly personalized and meaningful customer experiences, requiring organizations tol pivot from being merely digital-first to becoming truly virtual-first.

Tech or treat: Top tricks for digital transformation

When it comes to digital transformation, it’s no wonder that…
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Cloud Computing Excellence Award
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How do I operate effectively in a remote environment?

Today's contact centers must adapt to a new remote environment to support both employees and customers.

How do I resolve high call volumes?

Today’s contact centers are turning to AI and machine learning solutions to manage peak call volumes and allow workers to focus on those tasks that matter the most.
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Why SageMaker for AI driven organizations

A staggering 72% of organizations that began artificial intelligence (AI) pilots before 2019 have not been able to deploy even a single application in production. And yet enterprises of all sizes confirmed that they because of COVID-19.
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How do I transition my contact center to the Cloud?

An increasing number of organizations are moving their contact center to the cloud to catapult customer experience into the future with advanced, tech-driven solutions.

How do I improve my contact center performance?

Leveraging automation for repetitive tasks can help today's contact centers struggling with pandemic-driven challenges of high call volumes and labor shortages.

How do I leverage data for better customer experience?

Consumers are providing brands with more personal data than…
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Improve Customer Experience Using Marketing Automation
image analytics
Graphic of personalization

Webinar | Optimize your omni-channel personalization strategy

Donna Martin SVP Healthcare Business Development, HG…
Automation insight 1
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Webinar | CX survival strategies to leverage new buying behaviours

Donna Martin SVP Healthcare Business Development, HG…

Automation helps employers grapple with fallout of “Great Resignation”

As organizations grapple with the fallout of a flood of employee resignations, they are focused on leveraging automation to reduce dependencies on employee institutional knowledge
intelligent robotic automation

Boost your digital workforce with Intelligent Document Processing

Intelligent Content Processing is designed to help businesses improve compliance, risk management, operational efficiencies, and content processing through automation.

How to support ADA website compliance: 10 top design tips

According to the CDC, one in four adults in the United…
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Summer of CX

Webinar | Summer of CX: AI, analytics, and cloud

Donna Martin SVP Healthcare Business Development, HG…
IAOP Excellence in Strategic Partnerships award
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Transformational CMO

The Biltmore Miami
Miami, FL
November 17-18, 2021
The Four Seasons Hotel in Denver, CO

Digital enterprise CIO transformation

The Four Seasons
Denver, CO
November 17-18, 2021
Smiling agent looking up

The future of work: 5 key insights from CX industry experts

Over the last 15 months, we’ve witnessed organisations pivot…
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CX Exchange BFSI

Intercontinental Miami
Miami, FL
October 12-13, 2021
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CIO Digital Summit – Capitalizing on new influence

September 27-29, 2021
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Get a grip: Prevent slip-and-falls with AI-powered solutions

Many manufacturers are turning to artificial intelligence (AI) solutions to provide a more reliable way to not only identify, but mitigate workplace injuries such as slip-and-falls as they occur in real time.
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Invest Northern Ireland and HGS
Bringing CX to Health Insurance
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Philippines contact center agents quickly transition to home operations with great results

As the COVID-19 pandemic intensified around the world in March…
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Social media playbook: 7 steps to supercharge social customer care

Whether you have 4 or 400 community managers, a consistently lively, EPIC social care program is achievable with a well developed social media playbook.
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Bringing service to the client: Why a social contact center is essential for modern customer service

More than ever, brands require iterative and innovative customer care strategies. More and more people are interacting and transacting online and on social media platforms. Many businesses are establishing social media contact centers. This blog explains why and how to provide EPIC social care.

Creative contracting models beyond FTE in the digital era

As brands transform and move to an increasingly digitally led…
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HGS Digital Partners with Twilio to Deliver Innovative Cloud Contact Center Services

HGS Digital is partnering with Twilio, the leading cloud…
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Tom Jones
robot and human shaking hands

10 factors in selecting an automation partner

Automation projects can be completed in house, by reputable third parties, or a hybrid. Sometimes third parties have stronger technical chops, experience and methods, cross-functional understanding, and objective point of view. Learn what to look for in a third-party automation partner.
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Customization for your customers: 5 hyper-personalization trends for 2021

Leading brands — especially online retail — are embracing hyper-personalization, or the use of data, to provide more targeted products, services, and content to consumers. Bots, beacon technology, visual search, customer data platforms, and more can help brands improve the CX.
Image of a contact center agent working from home

Improve agent work-at-home performance with 8 unconventional uses of speech analytics

Speech analytics tools are not just for understanding customers. Use these technologies to gauge employee satisfaction, detect fraud, measure quality (of agents and work-at-home connectivity), ensure compliance, and more.

Boost CSAT, ESAT, retention, and savings with a Modern CX approach

According to a 2020 Walker study, the top business priority for…
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IAOP award 2021
HGS Bridgetowne Building
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A group of individuals at a white board brainstorm about the need for a customer data platform

Ready to modernize your contact center? Assess trends with care

Contact center trend lists are plentiful and fleeting. How do you decide which trends make sense for your organization? This blog provides a few tools for helping to assess trends and shares one financial services company’s story in finding the best way forward.
image analytics

Become a better business detective with image analytics

Advanced image machine learning, complemented by image analytics, can detect patterns and harvest clues from volumes of .jpg, .png, .tif, .pdf, etc. files. Image ML makes structured data, unstructured data, handwritten text, object identification, and facial recognition more widely accessible, searchable, and categorizable.
2020 in review

HGS’s 2020 highlights: Achievement amidst adversity

In 2020, the COVID-19 world health crisis impacted nearly every…
woman using tablet

10 creative ways to leverage advanced analytics

Today’s companies are constantly flooded with loads of valuable…
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Turn Work@Home into on-demand with agent self-scheduling

Work@Home allows for improved flexibility, employee satisfaction, and efficiency, but creative self-scheduling can take Work@Home’s potential to the next level. Microshifts, split shifts, and self-scheduling options bring clear advantages to the Work@Home contact center.
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Preparing for the post-pandemic rise of digital nomadism

Work@Home concepts can be applied to keep established, high performing teams together as well as attract new employees with a desire to travel. Digital nomads have desirable traits for many employers, particularly contact center managers.
automation in the enterprise

Who owns automation in the enterprise?

If we look at the CEO mandate in most annual reports, there…

HGS focuses on giving during holiday season

“If you want to go fast, go alone. If you want to go far, go…
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Automation Anywhere Award
Young female call center agent answers customer inquiries on a laptop from home

A self-sufficient staff: 5 tips for recruiting work-at-home employees

Hiring during the pandemic is challenging because, on top of the requisite job skills, companies must consider whether applicants know what it takes to operate outside of the office. HGS offers five tips that can help recruit self-sufficient contact center staff.
TMC CX Innovation Award 2020
Cloud Computing Excellence Award
2020 Best in Partnership award
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ECCCSA award Finalist
ECCCSA award Finalist
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Silver Stevie Award
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Accelerating AI during COVID: Getting more bang from your bots

Understand how artificial intelligence improves customer experience during a crisis, while simultaneously empowering the workforce.
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ISG Index Booming 15 Sourcing Standout
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Evaluating retail CRM whitepaper cover image
Transforming Marketing whitepaper cover image
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Excellence in Customer Service Award 2020
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2020 World HRD Congress Award
2020 World HRD Congress Award
2020 World HRD Congress Award
2020 World HRD Congress Award
Training Magazine Top 125 Award

2020 Training Top 125

IAOP award 2020
A person is looking at his tablet visibly happy with the customer experience.

Cognitive contact center: Using AI to improve the customer experience

Cognitive contact centers use artificial intelligence (AI) to…
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Instahiring Trailblazers Award 2020
Customer Fest Leadership Awards 2020
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Webinar | CX trends 2020: The state of the industry

Donna Martin SVP Healthcare Business Development, HG…
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Webinar | How to launch a successful work from home program

Donna Martin SVP Healthcare Business Development, HG…
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Webinar | How to deliver EPIC social media engagement at scale

Donna Martin SVP Healthcare Business Development, HG…
HFS top 10 feature images
A young man analyzes data on a tablet as he stands behind a glass wall with reports and notes on it

Headless CMS bridges the cross-channel chasm

The blog explores how a headless CMS bridges the cross-channel…

How Fast Should Brands Respond to Social Media?

By Amanda Sternquist, Social Media Leader, HGS This HGS blog…

HGS Trend 4: Brand New Capabilities Are Required to Address Consumers

Earlier this year, HGS presented our trends forecast, comprising…
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How to choose the right cloud service provider for your organization

A CIO's guide for choosing the right cloud services provider.…
Social  Media

Best-in-class social media customer care: What our experts want you to know

Are you harnessing the benefits of your social media customer…
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Modern outsourcing Is driven by insight and partnership – Not cost!

If I was paid a £ for every time “reduce cost” was the answer…
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Why leverage cloud and how to get rolling

To keep up with the demands of organizations’ ever-changing…

Can companies continue to price services using FTE and headcount?

By Graham Brown, Chief Sales and Marketing Officer, HGS Europe How…
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What is hyper-personalization?

Hyper-personalization is the marketer’s agenda in 2018. Hyper-personalization…
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9 Steps to defining an enterprise mobile strategy

With mobility now becoming an essential element of personal and…

Combining bots and brains to transform CX: Your questions, answered

2017 is the year of collaboration between man and machine to…

Newest success stories

Case studies of how we make our clients more competitive every day

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