HGS Harvests Gold at CCW Awards Ceremony

Posted by Andrew Kokes, HGS Senior Vice President, Global Marketing

In June 2017, HGS partnerships found golden success—receiving first-place recognition for Best Outsourcing Partnership and Best Use of Self-Service Technology at the 2017 Contact Center World Awards. “We are honored to be recognized by one of the world’s largest contact center associations as a trailblazer in outsourcing partnerships and self-service technology,” said Chris Lord, Global Head - DigiCX; Growth, Strategy and Marketing. “At HGS, our core focus is to provide the best customer experience with design thinking methodology for our clients. We believe in exceeding industry standards, delivering significant outcomes for our clients’ bottom lines, and helping customers get to the right answer, fast.”

[caption id="attachment_1740" align="alignnone" width="400"]HGS's Scott Yates and JCS's John Gibney HGS's Scott Yates and JCS's John Gibney accept the Best Outsourcing Partnership gold at the CCW Awards.[/caption]

Best Outsourcing Partnership
In terms of developing a win-win partnership, Scott Yates, HGS Senior Director, Operations, and John Gibney John Gibney, Senior Manager, Consumer Service, JCS know the recipe for success. At the CCW Awards ceremony, Scott and John shared how. “It’s about five values: engagement, empowerment, credibility, importance, and trust,” Scott said. “It’s truly about those values. And it’s about how a vendor and client partner collaborate and treat each other—developing the same trust and partnership integrity that should exist between an agent and a customer, as part of an customer experience. This experience should do two things: best represent customer need and best represent brand—all in the name of stellar service.”

[caption id="attachment_1741" align="alignnone" width="400"]Parikshit Kalra of HGS Parikshit Kalra of HGS accepts the Best Use of Self-Service Technology gold at the CCW Awards.[/caption]

Best Use of Self-Service Technology
HGS was also recognized for a showcase self-service solution, designed to empower consumers to find the answers to their questions easily. This solution has built-in analytics that identifies the top call drivers, enabling HGS to create how-to videos and improve the FAQs to better support customer inquiries. “Our self-service solution is based on a Smart Channel Selector algorithm, which is intelligent in offering the right type of channel based on customer issue type,” said Parikshit Kalra, SVP, Solutions and Capabilities. “This increases the probability of first contact resolution and customers do not have to keep shuffling between different channels. Based on this strategy, we are delivering an average 20 percent call volume deflection and 96 percent resolution rate. This is a key differentiator for us to compete in the industry.”

HGS was honored to receive these accolades. Contact Center World is the premier organization in the Americas for contact center industry professionals to learn about best practices and meet other talent in the field.