Case Study

Driving Revenue through Customer Experience

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This leading credit card issuer came to us with high aspirations of improving their customer experience in the areas of billing, card activations, dispute handling, card replacements, and fee reversals. In addition, they had stringent NPS (Net Promoter Score) requirements since they know NPS measures the kind of loyalty that impacts revenue.

HGS used advanced analytics to drive "best ever" NPS scores and helped redefine new hire and agent training so that every agent knows what an "amazing customer experience" looks like.

Advanced analytics:

HGS employed a client-focused study to determine what positively influences NPS, assessed top-performing NPS agents across the organization and launched a data mining program that uses call analytics to produce a brand performance scorecard for agent interactions.

We were able to identify, and influence customer satisfaction, call abandonment, upsell/ cross-sell, NPS and ultimately customer experience trends. By using analytics and business intelligence to identify spend patterns, agents are able to ask the right probing questions, enabling them to present the right offer at the right time.

  • Increased Net Promoter Scores to 70% and HGS is now the highest performing vendor for the client in this area
  • Helped grow the client's First Call Resolution (FCR) rate to 86.3%
  • Achieved an optimum compliance rate of 99.8%
  • With DigiCX handling 60% of this client's contacts, this client won the JD Power award for customer service excellence for six consecutive years.
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