REPORT

Are Roadblocks Getting in the Way of Your
Digital Transformation Journey?

There is a growing demand to compete and succeed on the customer experience but roadblocks to successful execution are keeping companies from realizing the full value from their contact centers. This ebook helps address challenges such as

  • omnichannel expansion
  • properly mapping metrics and analytics to their desired results
  • leveraging automation to enable scalable growth and prioritizing digital transformation initiatives

    Challenge

    HGS was challenged to help the client improve provider satisfaction scores.

    Our Solution

    To assist with accomplishing the client's goals, HGS has leveraged our location and comprehensive, tailored solution comprised of strategic workforce management, operations, hiring, and training.

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      Workforce Management

      Our workforce management team ensures accurate staffing is planned for each hour of the day, based on call volume trends and service level percentages

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      Operation Governance

      HGS employs the leadership of three assistant operations managers to run the client's day-to-day operations

    Results

    HGS has driven significant success for this client's provider satisfaction. In a multiple vendor/locations environment, the client's HGS PCC Jamaica team has consistently met CSAT - Top box goals and has held:

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    Healthcare Solutions

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    Operational Efficiency

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    Concierge Services

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    Business Process Optimization

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    HGS Jamaica is a very strong, professional, leadership/support team. Their results delivered include amazing average handle time (AHT)."

    Ready To Simplify Your CX To Drive Value And Growth?