Case Study

Managing Fluctuating Volumes with Digital Solutions

Public Sector
Digital Transformation

HGS was engaged to support the organizing committee preparing for both the Olympic and Paralympic Games. Since the 2012 Games was the first to combine a single organizing committee for both events, it was very difficult to anticipate with accuracy what the demands on the contact center might be during its two years of operation, but it was clear that they would be considerable. HGS was required to respond to calls and emails from the public on transport, ticketing, and access. We also had to help co-ordinate the activities of 8,000 torch bearers and 70,000 'Games Maker' volunteers.

HGS interacted with 'Games Makers' whenever required. We provided support to the client during training emergencies by communicating crucial details to volunteers. We coordinated with the functional heads of the client's organization and liaised with each function to create business rules, processes, and FAQs to be used to deal with every inquiry a Game Maker might have. HGS also embedded our team of 18 people and the management in the client's offices, to work hand-in-hand with its functional teams, HR shared services team, volunteer recruitment, and training staff.

We liaised with the client and supported them from behind the scenes at every step involved in the sporting extravaganzas. We handled surges in call volume and more than lived up to the client's performance expectations.

  • Supported 25,000 nominations for Torch Relay
  • Support 8000 runners
  • Exceeded targeted performance for CSAT
  • Surpassed client quality standards
  • Scaled up to 150 people
  • Coordinated logistical functions and press