Case Study

Revenue Generation and Issue Resolution for Major Wholesaler in India


The client is represented in 25 countries with more than 750 self-service wholesale stores. With a headcount of more than 100,000 employees worldwide, the client commenced operations in India in 2003 with the opening of its first whole sale distribution Centre in India at Yeshwantpur, Bangalore. The client currently has 27 operational wholesale centers in India and is the largest wholesaler in India.

The client’s main motivation to outsource was primarily financial and related to the pricing of FTEs. The client chose HGS due to our management, quality of work, environment, name, and reputation in the BPO industry. HGS’s legacy and stable clientele base (85% clients are with HGS from >5 years).


The client required HGS to work on and improves performance in these parameters:
• Improve quality.
• Improve customer experience.
• Provide value-add services.
• Maintain low employee attrition rate.


How We Do It

The client has enlisted a few metrics on which HGS had to perform and achieve targets. The metrics were set to primarily ensure that there will be continuity and consistency in customer support. HGS gives utmost importance to these metrics, achieving highly impressive scores beyond client SLAs for: emails responded to, calls answered, AHT, call quality and call abandon rates.

By conducting weekly refreshers and quality feedbacks for all the LOBs supported, call quality has improved significantly to 90% from an earlier 40%.

Customer emails are responded to within the TAT with accurate resolution provided. Enhanced customer experience with the value-add of placing outbound calls to address abandoned calls and calls that came in before and after operational hours (9 a.m. IST to 9 p.m. IST). This includes consistently achieving the Call Quality (CQ) targets by providing constructive feedback and coaching on regular basis.

Business Result

Currently, the number of emails responded to within defined SL specified is at 90%. The team is also performing well on the call quality metric with a 90% score, which is a 50% improvement over the earlier score.

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