Case Study

Near-Shore Solution Drives Innovation and Cost Transformation


HGS was challenged with building a service that first replicated the as is support model for business continuity and driving performance results greater than the current state for first contact resolution (FCR), average handle time (AHT), and connection rate.

For this client, HGS provides technical support for home appliances and electronic products from our Kingston, Jamaica location. In addition to inbound support, HGS also provides B2B back-office, DigiEMAIL, and DigiCHAT support. HGS engaged subject matter experts and a strong business excellence team to build a solution that includes digital tools to drive business continuity and critical support. Digital tools include a knowledge base covering all service procedures. The solution improves key service level performance factors that focus on driving customer satisfaction while keeping client cost drivers in mind.

  • Reduced costs by 35% per month
  • Scaled to align with client’s growth