HGS successfully defended its 'Best Contact Center' title at the 2014 EMEA finals (Europe, Middle East and Africa) of the Contact Center World Awards. HGS' Centre of Excellence for Customer Retention in Preston, UK, retained its title for delivering exceptional customer service while driving agent performance through transformational programs. The Preston centre having grown in size in the last year, participated in the 'Large Contact Center of the Year' category.
HGS Preston manages a highly successful customer retention campaign for leading British telecom provider, TalkTalk. Receiving the award at the presentation ceremony in Lisbon, Portugal, Les Blacker Director for Operations, HGS Europe commented,"We are extremely thrilled to have won this award for the second consecutive year now. This win is testament to the strength of our retention program which is transforming TalkTalk's customer service proposition. It is also further proof of the soundness of our employee engagement strategy, which is boosting productivity and creating top line impact for our business."
HGS has been handling customer retention activities for TalkTalk since 2009. In 2012, the partnership achieved a milestone when HGS took over the operation of TalkTalk's Preston-based contact centre, seeking to create a Centre of Excellence for customer retention.Today, its team of over 300 agents are delivering extremely high retention rates for TalkTalk, while attracting new customers to its broadband and TV services.
Commenting on the win Simon Eve, Retention Manager at TalkTalk congratulated the Preston team,"This is a great win for an outstanding team which has been delivering benefits for TalkTalk and its customers since 2009. Over the years, HGS has offered us invaluable support in better understanding our customer base through their innovative approach to problem solving, which places our customers at the centre of every activity."
TalkTalk has over 4 million phone and broadband customers across the UK and over 1 million now take TV from TalkTalk, making it the fastest growing TV business in the UK. "HGS provides integral support to increase uptake of our new triple play offerings and in cementing our positioning as a 'great value-for-money voice, broadband and TV provider," confirms Simon.
HGS is a world leader in customer relationship management and contact center outsourcing. In Europe, it operates out of three contact centres in the UK and four on the European continent, handling in excess of 50,000 customer interactions daily across multiple channels and in 14 languages. Its clients include some of the UK's most reputable brands including Unilever, TalkTalk, Virgin, the Department of Innovation & Skills and the Department of Energy & Climate Change.
TalkTalk Telecom Group plc is one of the leading fixed line voice and broadband telecommunications businesses in the UK. With over 4 million broadband customers and over I million TV customers, TalkTalk Group markets to residential customers through the TalkTalk and AOL brands and to business customers under the TalkTalk Business brand.
TalkTalk operates the largest fully unbundled network in the UK and its network covers 95% of the UK population.