Case Study

Providing High Quality, Competitive Contact Center Solutions for an Automobile Major



The client, a first time outsourcer, approached HGS to form a strategic partnership to drive their customer service goals in India by providing voice services to support the client's concierge-style app services.

Our Solution

The client approached HGS to provide contact center solutions to support their customer service app through which they want to provide great user experiences like navigation and 24X7 concierge service while increasing customer engagement and satisfaction in India.

Provided support to client's app

The client wanted HGS to provide voice support services to augment the support offered by their concierge-style app. To facilitate easy customer contact, the client's app had to have a built-in calling feature. So HGS built a Computer Telephony Interface (CTI) tool and CRM system that support and enable the client's customers to call customer service from the client's app.

Provided All-Round Voice Support
HGS took up the client's challenge of providing a unique, pioneering contact center customer experience and established two separate teams to ensure allround support:

  • Operator desk: Supports inbound customer calls where customers stranded on the road give the contact center their location and ask for directions to reach a certain place.
  • Support desk: Provides technical support for app-related queries.

The expected outcome of this program is the quick adoption of the concierge service and quick scaling of the program as it grows across India.