hgs – expert telecom solutions
DESCRIPTION
With the kind of global reach that HGS enjoys, we are in a position to strike the right balance of onshore, offshore and near-shore locations to cater to your outsourcing telecom needs. Our 'globally local' approach also allows us to choose the best practices worldwide and tweak them to fit local needs.TRANSCRIPT
www.teamhgs.com
HGS TELECOM CRM’S OLDEST NEW NAME
About HGS G
H S, a part of the multi-billion dollar conglomerate - Hinduja Group, excels in providing outsourcing solutions that include Back Office Processing, Contact Center, Data analytics and HR solutions that are trusted by many of the world’s most recognized brands in North America, Europe, Asia, and Africa.
HGS provides an unmatched depth of outsourcing expertise
• Trusted by many of the world’s most recognizable brands• Revenues - $323 Million • 500 clients, 24000 + employees, 11 countries, 55 centers• Onshore, near shore and offshore solutions• Third party standards, includes Six Sigma, ISO, HIPAA, CPI, PCI, eSCM- SP 4• 38 years of experience• Award winning operations• Listed Company - S&P Crisil Rating AA-
Ba
HGS Telecom Practicecked by domain expertise and extensive engagement experience, HGS is a trusted transformation
partner of global Telecommunication Service Providers. With our constant focus on growth, customer focused solutions, innovation, and time-to-market approach, HGS is the 'experience provider' to the customers of its clientele. We cover the entire spectrum of CRM activities required to engage with prospects and turn them into your loyal customers. We use our leading-edge facilities and technology, as well as extensive business expertise to provide customized customer support for your business. We respond to your needs quickly and on demand-with cost-effective, multi-shore solutions, tailored to your business objectives.
• Escalation & Retention Desk
• Dispute Handling
• Request Resolution & Close Looping
•
• Collections
5Service configuration and
activation
• Mobile content provisioning
• Service setup support
• Service upgrade, change or cease provisioning
•
2
Customer & Technical Support
• Complaints / Trouble Ticket Mgt
• Billing Queries
• Retail Desk Support• Barring / Unbarring• E-mail Customer Support
• Service Upgrades
3
• Value Added Services
• New Subscriber Acquisition - Telesales
• Rate / Bill Plan Change4
• Customer Application Form - Data Entry
• Regulatory Verification and Compliance Validator1
EngagementRetentionManagement
Cross Sell/ Up Sell
CustomerCare
CustomerAcquisition Activation/
Orderprocessing
A Summary Of Our Experience: B2B and B2C voice, non-voice, broadband and voice
service via phone, email and chat. Over 8,300 seats for telecommunications customer support services including inbound calls and email support offerings. Nearly 500 seats dedicated to telecommunication technical support services. Over 2,600 seats providing BPO services supporting multiple language requirements.
Telecom CRM practicecontributes 29% toHGS Globa l Business.
At a Glance + BPO professionals providing Telecom solutions
• • 12000
Industry Footprint: Telecommunication Service Providers - Fixed Line Operators, Mobile Operators, ISPs, Cable Operators, Satellite Operators and Broadcasters
• Managing over 250 million calls and 50 million data transactions per annum
• Serving Telecom clients across the US, Europe, Canada, the Philippines and India
• Multilingual and multi-country expertise
• End-to-end offerings, from Revenue Generation to Revenue Assurance
Why Choose HGS?• End-to-end expertise and decades of experience in executing complex telecom engagements
• Willingness and keenness to consult the clients on how to reduce costs and add value in their business
• Platforms which can be scaled up or down in quick time to accommodate the ever evolving needs of this dynamic industry
• Trusted by client partnerships that go beyond KPI - HGS takes ownership of Client’s customers and
not just the operational KP I’s
• The speed of execution; in the past we have been able to start services within 45 days from the date
•
of the letter of intent
Scalable Infrastructure: Experience in Managing Infrastructure in 11 countries – DR sites, Perfect Planning & Rapid Implementation
• With our global reach, we are in a position to strike the right balance of onshore, offshore and near-shore locations to cater to your outsourcing needs
• Innovative HR policies – ensuring that HGS recruits and retains the best of talent
• Highly satisfied workforce – rated among the top BPO companies for “Employee Satisfaction” by Dataquest and IDC
Some Prominent Clients• Major North American Based
Telecommunications Client
(Partner since 1992)
• Large North American Based
Telecommunications Client
(Partner since 2003)
• La rge North American Based
Telecommunications Client
(Partner since 2007)
• Major Canadian
Telecommunications Client
(Partner since 2001)
• Large Indian Based
Telecommunications Client
(Partner since 2005)
• Major U.K. Based
Telecommunications Client
(Partner since 2004)
Our mission is to make you more competitive. We do it by reducing your cost of operations and helping you grow through our transformative services.
HGS Telecom Offerings (country-wise split):
• Inbound customer care • Technical support • Back-office processing • Outbound high-value care • Assist support • Retail dealer support• Escalation support • Cross-sell/upsell• Customer life cycle support• Billing• Activations • Retention
• Inbound & Outbound Voice - Non Voice
• Inbound retention• House mover inquiries Setup
• Billing Support
• Inbound Postpaid customer care• Postpaid Email• Inbound Postpaid customer care• Tier II Tech
• Non Voice email & backend Support
• Upsell packages to broadband/ phone/line rental
• Technical Support Installation Support Customer Service Queue Management
• Mobile Internet• Service Technical Help desk Chat• Outbound
end-to-end Lead Generation
• Outbound upgrades to sell TV Mix, broadband, and high-def TV boxes
• Lifeline Qualifications
• Retail Help Desk• Complaint Management• Nodal / appellate Lobby
• Inbound customer service & tech support for IPTV product
India US UK Canada
Change Enablers Process Metric Process Impact Business Impact
IncreasedRevenue
ProcessHarmonization
andStandardization
RobustQuality
ManagementFramework
Repository of rootcause analysisfor adjustmentsand resolutions
RobustGovernance
Model - UpdatedSOP’s and
Training Material
PeopleManagement -Proactive hiringand back-filling
Analyticsand MIS
Reporting
Business ImpactOur systems and processes are eSCM Level 4 compliant, making us one of the very few global companies to achieve this feat. Every process is verifiable, measurable and repeatable. With the end goal of increasing the revenue of our clients, we track and report every metric, along with recommendations to make continuous improvements. We have a demonstrable history of adding value to all our partnerships, going much beyond the requirements of the KPI”s.
Improved SLAAdherence
ReducedAgedItems
ImprovedError Rates
ImprovedPer Agent
Productivity
ImprovedWorkingCapital
EnhancedCustomer
Satisfaction
EnhancedCustomer
Satisfaction / Relationship
Reaching Out To The WorldAt HGS, we deliver measurable results and customized solutions to our client partners through a network of 55 global delivery centers in 11 countries. Throughout our 38-year history, we have developed a partnership approach for delivering actionable recommendations that give our clients a competitive edge.
• PEORIA• WATERLOO• EL PASO• St. LOUIS• WARRENVILLE• GREENFIELD
UNITED STATES
• BANGALORE• MUMBAI• CHENNAI• NAGERCOIL• NEW DELHI
• HYDERABAD• DURGAPUR• MYSORE• GUNTUR• SILIGURI
INDIA
• MANILA• ILOILO
PHILIPPINES
• LONDON• MONTREAL• SELKIRK
UK
• DARTMOUTH• CHARLOTTE TOWN• MONTAGUE• KENTVILLE
• BELLEVILLE• LIVERPOOL• TIMMINS• PEMBROKE• NORTH BAY• THUNDER BAY
CANADA
• ROME
ITALY
• ROSE HILL
MAURITIUS
• HAMBURG
GERMANY
• PARIS
FRANCE
• ROTTERDAM
NETHERLANDS
• KINGSTON
JAMAICA
• 500 clients, 23000 employees, 11 countries, 55 centers • Revenues - $323 Million • Trusted by many of the
world’s most recognized brands • On shore, near shore and offshore solutions, listed company
Unmatched Strengths
HGS House, No.614, Vajpayee Nagar, Bommanahalli, Hosur Road, Bangalore - 560 068, India.T: +91 08 2573 2620
[email protected] | www.teamhgs.com