SOLUTIONS

Revolutionize Operations with Contact Center Outsourcing


Deliver prompt, personal, and positive omnichannel interactions with a spectrum of digital CX options.

Speak to an Expert

Contact center agents

Implement your CX strategy with contact center outsourcing.

Increase convenience and value. Here’s how…

Frictionless Omnichannel

Handle any channel and inquiry quickly

Make every customer feel like a VIP with contact center outsourcing.

  • Enable customers to get the right answers fast through voice, chat, self-serve, email, video, social, in-app, and/or messaging channels.
  • Switch smoothly among live and asynchronous conversations.
  • Access scalable, empathetic teams of agents to match customer preferences and volumes.
  • Get reliable support across the entire customer journey, whether in the engage, buy, bill, care, repair, or retention phase.

Timely Talent

Retain the resources that lead to loyalty

Make a positive impression with experienced staff.

  • Better match needs to talent with tailored job descriptions, recruiters, and HR tech designed for hiring quality and speed.
  • Leverage an award-winning training team for modular, digitally enhanced learning and development.
  • Retain agents with compelling rewards and recognition programs, prioritized health and wellness, community engagement activities, and clear employee value propositions.
  • Increase CSAT by tapping into the power of happy agents.

AI Agent Assist

Digitally equip your entire CX team

Empower your agents and managers with data.

  • Enrich and personalize with customer and product details.
  • Keep track of key metrics with real-time, drill-down dashboards.
  • Increase agent productivity with automation and AI.
  • Optimize queues and call flows, CRM/ERP platforms, and scheduling and quality tool integrations.
  • Implement secure, enterprise-grade, cloud-based contact center technologies with a contact center outsourcing team that already understands your customers.

Optimized Operations

Make customer care more cost efficient

Apply the operational techniques that yield the highest ROI.

  • Let our workforce management (WFM) experts do the forecasting, scheduling, and real-time analysis to minimize wait times and costs.
  • Successfully balance the factors in choosing a delivery location.
  • Capitalize on per-FTE, per-interaction, or menu-based pricing.
  • Deflect volumes by shifting from live-agent to self-help and tackling the underlying causes of customer dissatisfaction.

Attentive Account Management

Evolve with a flexible partner

HGS puts client and customer needs first.

  • Engage with anyone at any level to address concerns.
  • Gain fresh insights from CX experts with decades of experience.
  • Stay fully connected to your program, even when you’re thousands of miles away.
  • Work with our always-available account leaders to build your brand.

Contact Center Outsourcing

Shape the omnichannel contact center of your wildest dreams with HGS.

Speak to an Expert

Get flexible pricing based on your CX needs.

Included in almost all HGS contact center outsourcing agreements:

People

  • Multi-skilled inbound agents
  • Team lead(s)
  • Operations manager
  • Account director
  • Quality assurance specialist(s)
  • Trainer(s)
  • Recruiter(s)
  • HR business partner(s)
  • IT support specialist(s)
  • Project manager
  • Executive sponsor

Processes

  • Onboarding processes
  • Customer service training
  • Workforce Management (WFM) services
  • Quality assurance
  • Customer satisfaction / VoC
  • Feedback and analysis
  • KPIs, SLAs, targets
  • Regular reports and QBRs
  • Continuous improvement

Technology

  • Staff computer equipment
  • Voice, live-chat, email, social, in-app, and/or messaging channels
  • Secure, remote access to systems
  • Operational dashboards

Some of the optional contact center outsourcing offerings available:

Optional Support

  • Multilingual customer service
  • Self-serve, chatbot, mail, or video channels
  • Outbound agent follow up
  • Back-office processing
  • Returns and fulfillment processing
  • Internal/field team support
  • Digital marketing

Optional Technologies

  • Intelligent IVR
  • Cloud telephony
  • CRM software
  • Agent-assist and productivity tools
  • Knowledge bases and wikis
  • Social media engagement platforms
  • Cloud security
  • Contact center analytics
  • Data analytics
  • Speech analytics
  • Generative AI for the CX
  • Secure AI for the CX

Optional Services

  • Website and CMS optimization
  • LeanOps and process automation
  • Cloud migration
  • IT Experts-on-Demand
  • ERP/proprietary system integrations
  • Contact center transformation

Ask us anything, anytime.

Icon of Chat Bubbles

Where do HGS agents work?

HGS takes an agile, on-demand view. We offer in-office and at-home, onshore, nearshore, and offshore operations.

Icon of Chat Bubbles

How does HGS ensure CSAT?

Engaged agents are key, and we actively promote employee satisfaction. We provide QA, auditors, and VoC experts.

Icon of Chat Bubbles

What is a typical program size?

Our contact center programs range from 50 to 2,000+ agents. But we also offer 0-agent, digital, self-serve CXs!

Icon of Chat Bubbles

What reports does HGS provide?

We can provide reports daily, weekly, monthly, and quarterly. We even have a 360-degree analytics dashboard for clients.

Icon of Chat Bubbles

Can HGS agents boost revenues?

Yes! We increase sales by supporting campaigns, upselling/cross-selling, loyalty programs, strategic outbound calling, and field sales teams.

Icon of Chat Bubbles

Do we need to provide any telephony or technology?

No, HGS is very flexible. We can deliver within a HGS turnkey, client-owned, or hybrid IT/telephony infrastructure.

Icon of Chat Bubbles

In which languages do HGS agents provide service?

HGS agents typically work in English, Spanish, and French but we have operated programs with 12+ languages for Europe!

Icon of Chat Bubbles

How do you ensure my brand and customer data remain secure?

HGS complies with legislation, has stringent security policies, and even offers security managed services for AI-enabled CXs.

Icon of Chat Bubbles

How are HGS agents trained?

Training usually comprises a client-HGS mix. HGS has new hire, on-the-job, remediation, ongoing training, and ReadyNow for team leaders as well as an AI training assistant, Ella.

Lead and learn with a continuous flow of new ideas.

An AI-Powered CX on Your Terms

Many clients take a “lift-and-shift” approach initially and then, after proof of concept, evolve their CX strategy. They use HGS to accelerate digital transformation with minimal risk.

Learn More

Take the next step.

Book a one-on-one meeting with a CX expert to discover how HGS can make every customer interaction prompt, personal and positive.

Speak to an Expert