CLIENT SUCCESS STORY I Retention and Win-back Powered by ...
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Objecve When the client first sought HGS’s services, the company was in its first year of partnership with a large BPO firm, and being overshadowed by this firm’s larger clients. The client was dissasfied with understaffing and underservicing. Addionally, training and retenon complexies caused basic service levels and abandon rate contractual service metrics to be missed. The resulng reacve business model was not in alignment with the client’s own strategy and growth. As a result, this client shiſted to HGS’s more aenve service focus and a partnership of innovave Compliments & Complaints Management Our Soluon HGS developed a four-pronged soluon, aimed at using our contact centers and innovaon to beer support the customer experience. Our quick-response team and creave soluons have focused on winning back the trust of dissasfied customers, to the net effect of these Top 4 soluons and results: CLIENT SUCCESS STORY I RETAIL Retenon and Win-back Powered by Customer Experience Analycs Fortune 200 Quick Service Restaurant Giant RETAIL AT A GLANCE Consumer Interacon Services: Inbound phone calls, email, white mail, and social media (both Facebook and Twier), franchisee-profile support, contact soluons for the client’s partners’ promoonal support and help desk CSAT reporng (TMSW and Xerox) , research, escalaon support, IT-issue resoluon Business Services – Franchisee Support: Timely and accurate processing and personalized mail follow-up to franchisee inquiries, processing of fulfillment requests and customized packages, inbound and outbound calls for franchisees, white mail, maintenance-related issues Business Services – HRO: Scheduling and HR soſtware support 1. Connuous Improvement 74% of Dissasfied Customers Recovered How We Do It Business Result We connually reassess and remodel contact processes with an annual review of our work flow system, capturing data points to drive superior operaons and business growth. Recent work flow process changes include transioning all calls to a “tell-me-about-it “ listening approach, starng calls with, “Thanks for calling, How can I help you?” As a result, CSAT has improved in areas of connecvity, responsiveness, and brand support, with high rankings in operaonal process improvements and responsiveness to changing condions.
Transcript of CLIENT SUCCESS STORY I Retention and Win-back Powered by ...
ObjectiveWhen the client first sought HGS’s services, the company was in its first year of partnership with a large BPO firm, and being overshadowed by this firm’s larger clients. The client was dissatisfied with understaffing and underservicing. Additionally, training and retention complexities caused basic service levels and abandon rate contractual service metrics to be missed.
The resulting reactive business model was not in alignment with the client’s own strategy and growth. As a result, this client shifted to HGS’s more attentive service focus and a partnership of innovative Compliments & Complaints Management
Our SolutionHGS developed a four-pronged solution, aimed at using our contact centers and innovation to better support the customer experience. Our quick-response team and creative solutions have focused on winning back the trust of dissatisfied customers, to the net effect of these Top 4 solutions and results:
CLIENT SUCCESS STORY I RETAIL
Retention and Win-back Powered by Customer Experience AnalyticsFortune 200 Quick Service Restaurant Giant
RETAIL
AT A GLANCE
Consumer Interaction Services: Inbound phone calls, email, white mail, and social media (both Facebook and Twitter), franchisee-profile support, contact solutions for the client’s partners’ promotional support and help desk CSAT reporting (TMSW and Xerox) , research, escalation support, IT-issue resolution
Business Services – Franchisee Support: Timely and accurate processing and personalized mail follow-up to franchisee inquiries, processing of fulfillment requests and customized packages, inbound and outbound calls for franchisees, white mail, maintenance-related issues
Business Services – HRO: Scheduling and HR software support
1. Continuous Improvement
74%of Dissatisfied
Customers Recovered
How We Do It
Business Result
We continually reassess and remodel contact processes with an annual review of our work flow system, capturing data points to drive superior operations and business growth.
Recent work flow process changes include transitioning all calls to a “tell-me-about-it “ listening approach, starting calls with, “Thanks for calling, How can I help you?” As a result, CSAT has improved in areas of connectivity, responsiveness, and brand support, with high rankings in operational process improvements and responsiveness to changing conditions.
About HGSHGS is a leader in optimizing the customer experience and helping our clients to become more competitive. HGS provides a full suite of business process management (BPM) services from consumer interaction solutions to platform based back office services and digital enablement solutions. By applying analytics 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, as well as the public sector. HGS operates on a global landscape with around 40,000 employees in 65 worldwide locations delivering localized solutions. 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.
Contact us at:
© 2015 HGS
1-888-747-7911
@TeamHGS
www.teamhgs.com
3. Knowledge Management
4. Customer Feedback
25 million
14,000
Visitors per Day
Retail Locations
How We Do It
How We Do It
Business Result
Business Result
We worked with the client to build a database of product knowledge and customer service best practices, based on agent experience in handling both compliments and complaints.
We developed and disseminated Follow-Up Surveys to mediate franchisees’ contact with dissatisfied customers.
The client’s 800 number is handled by HGS, with a 24-hour turnaround time on all questions and complaints. Our email team sends on average 30,000 emails to client customers monthly.
Based on information and ideas gleaned from our follow-up studies of dissatisfied customers, HGS has been able to recover the customer in 75% of cases.
2. Business Insights
360,000Customer Opt-ins
How We Do It
Business Result
Consulting with key client decision-makers and drawing on our extensive experience in gathering consumer insights for our partners, HGS developed a customer survey to benchmark and measure diner satisfaction.
After speaking with an HGS representative, more than 360,000 of this client’s customers opt into our CSAT surveys each year, providing the client with valuable information about how their franchises are performing and where improvements may be possible.
RETAIL
