Case Study

HGS Empowers Retailer with More Actionable VOC Survey, Analytics

Industries
CPG
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All companies should be employing today’s analytics to stay in step with the voice of their customers. For retailers in the business of sophisticated sound systems, the bar is even higher. Case in point, in 2015 a high-end audio equipment designer and retailer was looking to sharpen their business intelligence edge. Step one was employing innovation that transcended their use of a very basic survey mechanism. HGS designed a mock solution to showcase exactly how we could support this company with more precise and substantive analytics that could easily be made actionable for greater impact.

The client chose the solution as a go-live value-add to upgrade and turn around what had been a rather slowto-the-game customer care approach. HGS caters to this client culture-from seasonality (we manage staffing fluctuations from 280 to 420 agents during the holidays), to floor setup. In keeping with the high-tech audio product, rooms on the contact center floor are named after musicians (for example, there’s a “Madonna” room, a “2Pac” room and the boardroom is the “Coachella” room). We also have an activity room where agents spend their breaks, complete with a karaoke machine, electric guitars, Xbox, TV with Internet connectivity, and a home theater.

OBJECTIVE

The HGS survey analytics test pilot went live in February 2015. With this proof of concept, the client was able to experience the HGS-designed and deployed innovation, and observe the fast-scoping and score-trending turnaround. The client understood these new insights as essential to their expansion to Manila. The aim, from the outset of the pilot, was effective catering to the multilocation customer base and business needs.

HGS’s dashboards, and the nearly 15% increase in customer insights we now provide the client, have proven to be a firm foundation for increasingly targeted insights to drive operational results. The client continues to hand HGS more voice of the consumer responsibilities. And HGS responds with more precision and innovation. At the outset of the partnership, HGS had 100 agents, and today team members across the US, the Philippines, and Canada number 350-plus. With a US-UK service now expanding to Europe, ROI for the client has been strong.