Knowing that workforce attrition was directly impacting the customer experience and profitability, Hinduja Global Solutions (HGS) – a global leader in business process management – selected Qualtrics to personalise and improve the experience for 40,000 employees across 7 countries.
How HGS is closing the experience gap
Agile listening at scale
HGS captures feedback from every call centre agent at key stages of their lifecycle with the company – from onboarding through to exit – to understand their experience and identify suitable actions to take. Engagements are personalised and tailored based on the type of feedback being given and employee location, and feedback is captured across multiple channels. Having a single platform for all employee feedback equips HGS with a holistic, end-to-end view of its entire employee experience.