Transforming Your Customer Experience: HGS Is the Globally Preferred Business Process Transformation Partner

A global leader in business process management (BPM) and optimizing the customer experience lifecycle, HGS is helping make its clients more competitive every day. The company combines technology-powered services in automation, analytics and digital with domain expertise focusing on back-office processing, contact centers,and HRO solutions to deliver transformational impact on clients.

Part of the multi-billion dollar conglomerate Hinduja Group, HGS takes a true “globally local” approach, with over 45,900 employees across 69 delivery centers in seven countries making a difference to more than 600 of the world’s top brands across nine key verticals.

Driven By Innovation. Powered By People: HGS Solutions Drive That Business Value

Voice

When your customers want to hear a friendly voice on the line, HGS can help. This high-touch, high-empathy engagement option can help deliver exceptional customer experiences, beyond expectation. Drive customer retention, loyalty and generate new revenue via upselling and cross-selling.

Best-In-Class VOIP Telephony: HGS leverage the best-in-class telephony technology to ensure an uninterrupted and clear conversation, with little to no downtime.

Callback Features: Never make your customers wait on hold again. Give them the ability to schedule a callback and hold their place in line.

Speech Analytics: Leverage speech analytics to decode the voice of the customer. Receive an in-depth analysis to help make better business decisions.

Email

Historically, email was a great channel for non-urgent inquiries. Over time, it has become one of the highest sources of volume for customer care. The company’s team has figured out a way to innovate email using intelligent forms to deflect the "easy" inquiries into an effortless self-service option to significantly reduce voice contacts resulting from email.

Intelligent Forms: Abandon the typical 48-hour email response time by leveraging HGS’ intelligent forms, which help deflect the easy email inquiries into an effortless self-service experience.

Artificial Intelligence: HGS help its agents find the right answer, fast by leveraging artificial intelligence to predict the right response to an email inquiry.

Creative and User-Friendly Design: Customer service emails don't have to be dull and boring. HGS's creative digital marketing agency helps its clients design email templates that are engaging and user-friendly.

Chat

Chat is an important channel for those brands looking to increase online revenue or provide an effortless customer care experience. This device-agnostic channel allows your customers to engage in a web chat session either on-demand and with a more sophisticated, customized service.

Mobile, Tablet, or Desktop Chat: Whether you are deploying chat for customer acquisition, account servicing or retention, HGS’ team will help design a chat experience that is device agnostic, and effortless- to drive dramatic business results.

Real-time Sentiment Analytics: Watch and observe the sentiment and emotion of your customers in real time, and jump into the conversation when necessary.

Analytics to Drive E-Commerce Sales: Leveraging real-time analytics and business rules, HGS can populate a chat invite to the right customer, at the right time, in order to drive conversations.

Text

With both automated and live agent-assisted texting options, businesses can deflect call volume and allow a more conversational way for customers to connect with a brand—all while arriving at the answers needed to help solve customer challenges, via mobile device and on-the-go! 

Proactive Text Notifications: Help deflect volume by notifying customers with a text message alert before they even realize they have a need. This solution is ideal for order status updates, subscription renewal, data usage overage, potential fraud, and credit card expiring.

Two-Way Text Customer Service: Give on-the-go customers the option of contacting customer service via SMS by text enabling toll-free or 800 number. Make it easy for customers to send pictures of videos of defective products.

Text Analytics to Decode the Voice of the Customer: Learn what customers are inquiring about using text analytics. Receive an analysis segmented by praise, complaints, suggestions, questions, and requests, and use it to share with the enterprise to help make business decisions.

Mobile-Camera Support 

Easy to Deploy, No App Required Tap into your customer's video camera while on the phone with them, by sending a simple link via SMS. Once clicked, the video camera will launch and allow service reps to see what the customer is seeing. It's that easy. No app or downloads are required.

Easy to Deploy, No App Required: Tap into your customer's video camera while on the phone with them, by sending a simple link via SMS. Once clicked, the video camera will launch and allow service reps to see what the customer is seeing it's that easy. No app or downloads are required.

Capture Images While Viewing: While viewing the live video, agents can take screenshots of the product for documentation and warranty history. Allowing them to draw on the image and take notes where needed.

Reduce AHT, Warranty Claims, Product Returns, and More!: A picture, and, better yet, video, is worth a thousand words. Help your agents diagnose product models or walk customers through installations easily with the click of a button, saving time, money, and resources.

The Company Values

From The Chief’s Desk: We Help You Deliver

“We at HGS have a global mindset. We think globally, respect cultural diversity, and provide equal opportunities for all employees.

We believe in continuous improvement through innovation, process enhancement, and teamwork. And we are driven to grow our businesses rapidly and profitably to create value for all our stakeholders.

Talking about our customer Focus, At HGS, our customer is at the center of all we do.”

The Man Behind Picture

Partha De Sarkar, Global CEO: Partha leads the organization across all its geographies. He has more than 25 years of experience in customer service and operations across industries like Banking, Financial Services,and Health Insurance. Prior to joining HGS, Partha has worked with Deloitte Consulting, GE Capital International Services and Bank of America.

Partha holds a post-graduate degree in Management from the Indian Institute of Management (IIM), Bangalore, and a Master’s degree in Technology from the Indian Institute of Technology (IIT), Chennai. He has also done his Ph.D. in Strategic Management at IIT Delhi.

“Our process begins with an open mind and a thoughtful conversation. After listening to your challenges, needs, and concerns, we craft a strategic plan unique to your business and industry.”