Case Study

Supporting Scale and Improving Efficiency


In 2005, the client approached HGS to provide basic voice support. Over the years, the relationship expanded into other strategic service areas such as bill summary, product usage increase, and process correction.

HGS scaled to support growth for this client by ramping up quickly to keep pace with the client's demands. After realizing that major billing delays were due to excessive manual intervention, HGS applied automation expertise and technology to reduce bill generation turnaround time (TAT).

HGS increased usage of the client's prepaid gift cards through self-serve channels resulting in higher revenue. We also created a foolproof process to curtail the financial impact caused by the misuse of the faulty recharge coupon fulfillment process and improved the customer product experience.

  • Successfully scaled to over 140 million voice calls per year!
  • 99.9% reduction in process specific complaints
  • 16% reduction in product-related complaints
  • 6-day reduction in bill summary preparation TAT