Driving revenue with customer experience

HGS improved NPS scores for a multinational financial services client by leveraging speech analytics. Analyzing call data, HGS identified key drivers of customer satisfaction and developed targeted coaching plans. With strategic coaching, HGS improved the client's NPS year over year, ranking among their top sites. HGS supports the full customer lifecycle, from rewards to retention, and uses speech analytics to prompt next best actions, uncovering issues proactively.

The client recognized HGS's significant impact, attributing 9 consecutive JD Power awards to their work. HGS realized engaged customers spend and stay more. Read the case study to see how HGS created value through customer service.

Vendor:: Hinduja Global Solutions
Posted:: Dec 8, 2023
Published:: Dec 8, 2023
Format:: HTML
Type:: Case Study

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