Outsourcing Services

Revolutionize Operations with Contact Center Outsourcing

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

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Implement your CX strategy with contact center outsourcing.

Frictionless Omnichannel

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.

Timely Talent

Retain resources that lead to agent loyalty.

  • 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.

  • Keep track of key metrics with real-time, drill-down dashboards.
  • Increase agent productivity with automation and AI.
  • Implement secure, enterprise-grade, cloud-based technologies with a contact center outsourcing team that understands your customers.

Optimized Operations

Make customer care more cost efficient.

  • Let our workforce management (WFM) experts do the forecasting, scheduling, and real-time analysis to minimize wait times and costs.
  • 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

Put customer needs first with a flexible partner.

  • 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.

Get flexible pricing based on your CX needs.

Included in almost all HGS contact center outsourcing agreements:


  • 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


  • 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


  • 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.

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Where do HGS agents work?

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

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How does HGS ensure CSAT?

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

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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!

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What reports does HGS provide?

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

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Can HGS agents boost revenues?

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

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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.

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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!

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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.

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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.

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.

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