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.
What We Did:
- HGS built a computer telephony interface (CTI) tool and CRM system that supports and enables the client's customers to call customer service from the client's app.
- We provide unique, pioneering contact center customer experience with two separate teams:
- Operator desk: supports inbound customer calls providing navigation solutions to customers stranded on the road
- Support desk: provides technical support for app-related queries
HGS and the client project quick adoption of the concierge service and fast scaling of the program as it expands across India.
At a Glance
- Automobile client
- First time outsourcer
- Voice-based contact center solutions
- Operator desk support and support desk operations
- Concierge services for customers