HGS Recognized for Best Use of Technology to Provide Outstanding Customer Experience

HGS wins two Stevie® Awards for taking a transformational approach to traditional customer service and sales

Mar 15, 2016, 13:22 ET from HGS

CHICAGO, March 15, 2016 /PRNewswire/ -- Hinduja Global Solutions Limited (HGS), (listed on National Stock Exchange & Mumbai Stock Exchange in India) a global leader in business process management, today announced it was named the winner of a Gold Stevie Award for Best Use of Technology in Customer Service and a Bronze Stevie Award for Sales Consulting Practice of the Year.

As one of the most decorated outsourcing partners in the industry, the wins are validation of HGS's unique approach to digital transformation and unified engagement solutions that help customers get the right answer fast. The Stevie Awards for Sales & Customer Service honor companies that set the industry's highest standards of excellence for sales, business development, contact centers, and customer service. 

"At HGS, our goal is to make companies more competitive by creating amazing brand experiences and unified engagement with their customers," said Andrew Kokes, Senior Vice President, Global Marketing. "These awards are a testament to our ability to help companies deliver a better and more consistently effortless customer experience and stay ahead of the competitive curve through tech-enabled, self-service led, multichannel communications."

HGS took home a Gold Stevie Award for Best Use of Technology in Customer Service for a major U.S. consumer electronics manufacturer. HGS designed and managed a customer self-service portal, called Web-as-a-Channel (WaaC), that revolutionized the way customers can quickly and easily find their own answers fast with intelligent search, self-help videos, and virtual assistant capabilities. The HGS WaaC solution is so successful that 97% of customers on the portal get their issue resolved without needing further assistance from an agent.  If, however, agent assistance is required, the WaaC solution has Smart Channel Selector capabilities to intelligently direct customers to the best methods for resolving their concerns: FAQs, driver downloads, auto chat, video, live Digital Assist Chat or even to an agent on the phone.  The full capability is powered by HGS Digital Natural Assist (DNA). DNA is a device-agnostic platform designed with a mobile-enabled customer in mind that blends analytics, automation, and artificial intelligence to learn and optimize the digital customer experience. At the end of 2015, HGS had reduced customer service costs for the company by a very meaningful business impact of 70 percent.

This award comes as a welcomed addition to a collection of related recognition over the past twelve months for leadership and innovation to optimize the customer experience, including accolades like the gold Contact Center World Americas Awards for Best Outsourcing Partner and Best Customer Service as well as the Best Outsourcing Thought Leadership (BOTL) Awards from the Outsourcing Institute.

HGS was also awarded a Bronze Stevie Award for Sales Consulting Practice of the Year. The award recognized HGS's proven sales support model, which demonstrated significant success in increasing selling efficiency, revenue, and customer growth for clients over the last 15 years. HGS's sales support specialists use technology to optimize customer engagement. While working with cross-functional teams, they are able to create standard operating procedures to ensure a high level of consistency in sales process and pipeline. In addition to saving clients an average of 20 percent of administrative work per week, HGS also manage 10,000+ marketing program enrollments and 6,500 national fulfillment projects annually.

The Stevie Awards for Sales & Customer Service recognize the achievements of contact center, customer service, business development and sales professionals worldwide.

About HGS
HGS is a leader in optimizing the customer experience and helping clients to become more competitive. HGS provides a full suite of business process management services from marketing and digital enablement services, consumer interaction services to platform enabling back office business services. By applying analytics, automation and interaction expertise to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency, and helps retain valuable customers. HGS expertise spans the telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, consumer packaged goods industries, and the public sector. HGS operates on a global landscape with 40,000 employees in 65 worldwide locations delivering localized solutions. For the year ended 31st March 2015, HGS posted revenue of US $ 458 million. HGS, part of the multi-billion dollar Hinduja Group, has over four decades of experience working with some of the world's most recognized brands.

About The Stevie Awards
Stevie Awards are conferred in six programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards, The International Business Awards, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service.  Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide.  Learn more about the Stevie Awards at www.StevieAwards.com.

 

SOURCE HGS



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