Case Study

Raising the Bar on Performance, Trust: Evolving HGS Partnership with a Fortune 200 Consumer Goods Company

Industries
CPG
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In 2005, this company enlisted HGS to handle all consumer services, including inbound calls as well as emails and assists with social media customer care. As the market matured and competition increased, the client decided to build on the successful relationship with a services expansion. In 2012, HGS formed an inbound/outbound Oral Pharmaceuticals team.

HGS handles phone, email, and fax support for professional-service customers, including dental offices, drug stores, and government agencies. We reduced average handle time (AHT), attrition rates, and drove cost containment for the client while boosting quality and social media productivity. Our inbound/outbound Oral Pharmaceuticals team works with the field sales reps and the dentist offices to place and renew product orders. In addition to calls requesting information, coupons, and other consumer support, our agents handle FDA-related product complaints and adverse-reaction reporting. These aspects of the program require the specialized expertise of two licensed practicing nurses, one registered nurse, and one dental hygienist.

  • 24-second reduction in AHT
  • Improved agent attrition rate 25%
  • Achieved 15% cost savings with quality monitoring
  • 94.60% quality score
  • 41% increase in social media mentions
  • 10% decrease in social media escalations