Success Stories
HGS Industry Specific Capabilities & Solutions
When customers log on to a providers site, they expect to be able to resolve their own issues, quickly; check on or report an outage, order extended services, get a copy of their bill, or resolve a technical connectivity or in-home network issue. HGS DigiCX® is leading with powerful self-service, intelligently integrating people when it adds value and optimizing engagement with analytics and automation. Schedule a demo to learn more.
Resources
HIGHER RETENTION RATES
Leveraging analytics to drive customer retention and improve agent performance for leading telecommunications brands.
Making Speech Analytics Work
Speech analytics empowers organizations to conduct precision-based training, targeting pain points in service delivery, creating empowered agents, and driving increased customer satisfaction.
Business Intelligence
HGS is recognized by analyst firm NelsonHall as the best in the world in ability to deliver value to telecom clients.
Blogging
AUTOMATED TEXT MESSAGE AND 'CLICK TO TEXT'
In 2015 and 2016, we saw some leading-edge brands start to offer two-way text message as a customer service channel. Unlike one-way text message alerts, two-way text messaging allows your brand representative to communicate with your customers through SMS messaging. Soon, we'll see an exponential increase in the number of companies offering text as a service channel.
Great CX: Retain & Build NPS
From inbound customer care including activations, billing, and order fulfillment to technical support including trouble ticketing, dispatch, and warranty replacement, HGS telecom solutions consistently improve CSAT and NPS.
- Customer Effort Score (CES) reduction strategies ensure faster issue resolution with fewer escalations, transfers, and repeat contacts
- End-to-end back and front office services for traditional and emerging services such as fiber to the home and machine-to-machine support
- Strategies to mitigate defection risk during moments of vulnerability in the customer lifecycle, such as a residential move
- Innovative, empathy-based Customer Experience Blueprint
- Training "brought to life" using practical demonstrations of the technology such as routers, handsets, and cabling
Personalize: Win & Grow
Our award-winning customer service demonstrates proven strategies for reducing churn and driving sales on behalf of 17 telecom companies in 7 countries.
- Analytics solutions use big data to understand customers better, as well as providing insight into what drives the value of a loyalty and retention interaction. This business intelligence allows us to present the right offers at the right times for increased revenue generation.
- 15,000 empowered telecom-focused customer and technical support agents have their success measures mapped to client objectives.
Unified Customer Engagement For Complex Inquiries
In an evaluation of all major, global customer management services companies, HGS's Unified Customer Engagement approach was recognized by analyst firm NelsonHall as Leader in ability to deliver current and future value to telecom clients. Providing end-to-end consumer and business support for fixed line, mobile, satellite, broadband, and TV ranging from dual play to quad play service offerings, HGS is the industry leader in telecom expertise.
- Creating and maintaining the right tools such as diagnostic, knowledgebase, and processes enable teams to resolve customer requests at source.
- Multichannel capability using our proprietary award-winning DigiCX® solutions suite delivers services across voice, email, chat, social media, and web self-service.
- Onshore, offshore, and blended service options maximize efficiencies and quality while minimizing costs
- Full customer activation and deactivation including order conflict resolution and coordination with Incumbent Local Exchange Carriers (ILEC)
- Remote assistance for ISPs, troubleshooting on orders in process with jeopardy status, issue diagnosis, and order lifecycle research to completion
- Inbound technical testing in partnership with ILEC technicians to perform joint acceptance testing for overall service integrity
- Troubleshooting and repair for ISPs, including remote assistance and troubleshooting on configuration and end/user PC configuration, and escalations to repair, test network operations, dispatch client personnel and follow-up on end user inquires and escalations
- Repair case trouble ticket management, handling tickets opened by partners or end-users. Our front-line agents verify status, escalate ILEC tickets to resolve loop issues, troubleshoot DSL line issues, and follow-up with customers
