Build Long-Term Customer LoyaltyAchieve Lifetime Customer Value

Customer Support and Business Processing Solutions

Your Customers

Our Priority

A Different Kind of Partner

With a global footprint and over three decades of experience, HGS is a solid provider of contact center

and business process outsourcing solutions. 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.

Financially sound: Despite the economic challenges that we have all faced over the past decade,

HGS has experienced growth in both size and revenue year after year. As your partner, with a Standard

and Poor CRISIL rating of AA- HGS can make the investments needed to promote your business’s

growth, allowing you to focus on your key priorities.

Operationally flexible: HGS will establish close working relationships with you, which may include

customized reporting, scheduling regular

meetings between the two organizations,

and arranging optional site visits with your

team’s key decision makers. In this way,

we will create an environment in which

our industry experts share information

with your leadership team and create a shared vision, drawing upon the collected insight of both

organizations, and reflecting the strategies, structures, processes, and cultural characteristics that can

make you a leader in your industry.

Client Since 2000

Rising Above Our Competitors

“I didn’t have to explain everything to them. HGS knew what to do, and they were standing by - ready to implement.”

People and Processes

The right people for the job: HGS has more than 22,000 highly motivated and extensively trained

customer service professionals, working in more than 40 call centers around the world. We have built

our team from the best available applicants in each of the cities where we have a presence. Overall,

fewer than 10% of applicants are selected for a job offer with HGS, and once they have accepted

that offer, they are assigned to a project that best fits with their abilities. We will be happy to work

with your leadership team to determine

the ideal skillset for your customer service

representatives (CSRs) and to staff your call

center with the best available talent in the

shortest possible time.

High-performing call centers: Our call

center training and management programs

and processes are used to develop ordinary

CSRs into innovative professionals, who

provide exceptional assistance to your customers. They will take charge of the challenges in front of

them and help your customers; not just because they can, and not just because they should—but

because that’s what our organization is built on, and that’s what our people do best.

Technology

Our technology infrastructure is designed for flexibility and expansion, and is scalable across all of our locations worldwide. We protect our clients and their customers by using industry-standard security technologies and adhering to all relevant regulatory guidelines in each of our call centers. We have extensive experience in the development and integration of customized, client-developed, and commercially available software. Our Information Technology subject matter experts are continuously researching and implementing new technologies to maintain and/or upgrade system capabilities and reliability.

Publishing Client Since 2002

“They are a solution oriented team who takes ownership over whatever comes their way. They are result driven and their focus on sales and support is unmatched. The team is a pleasure to work with and they make my job easier on a day-to-day basis.”

Customer Care and Product SupportInbound customer care. Maximize each interaction and reinforce your brand equity.

Outbound follow-up. Provide timely follow-up and conduct surveys to reinforce relationships and ensure satisfaction.

Pre- & post-sales product information. Clearly articulate the value and benefits of your products and services.

Store & product locator. Connect customers with your hard-to-find products.

Troubleshooting & product support. Resolve customers’ issues and prevent returns.

Inbound Sales and Order TakingCross-sell & up-sell. Smart offers that increase order value and cross-promote your company’s brands and products.

Save-the-sale. Prevent cancellations and returns through troubleshooting, save offers, and value selling.

Service-to-sales. Soft-sell offers that provide convenience and value to customers when they contact us with service inquiries.

Order status. Confirm orders and estimate shipping or delivery timeframes.

Sales support. Maximize the productivity and effectiveness of your direct sales force.

Business Process OutsourcingAutomated claims management. Our full circle processing, adjudication, auditing, error correction, and over payment recovery processes help streamline business operations.

Plan development. Build and test insurance plans; special fraud investigation and recovery unit.

Data capture & records management. Data entry and scanning create electronic records of hard copy documents for digital storage and retrieval.

Data mining & predictive analytics. Automated technologies help you leverage the valuable information hiding in databases to drive business strategies.

Processing. Compliant and secure payment, application, and order processing.

Data entry. Audited processes ensure quality and accuracy while increasing productivity.

Full Suite of Outsourced Solutions

Analytics and Market ResearchSatisfaction & loyalty surveys. Measure customer perception of our service performance as well as satisfaction and loyalty toward your brands.

Competitive research. Understand the service options and offerings of your competitors including hours of operation, self-service options, even warranty and empowerment strategies.

Product & promotion testing. Take advantage of your customer contacts to seek more information about next-generation products, prototypes, and packaging enhancements.

Consumer analytics. Learn more about your customers, contact and reason types, products, services, promotions and brands.

Product and Literature FulfillmentCustomized letters & brochures. Connect with customers with personalized mail to introduce promotions or follow-up on inbound contacts.

Coupons & rebates. Encourage loyalty through cross-promotion coupons and collect valuable customer data through rebate programs.

Product/accessory shipment. Ship products and accessories the next business day to enhance the customer experience and reduce returns and cancellations.

Social Media ManagementHear conversations. Monitor 100 million social media sites to cut through the noise and hear the online conversations that impact loyalty.

Understand meaning. Analyze to evaluate tone and content, then segment based on overall consumer sentiment and influence.

Develop strategy. Focus on a strategy that will impact branding and consumer care strategies and transform consumer buzz into loyalty.

Join the conversation. Respond to individual consumers to reinforce brands, cross-promote products, reward loyalties, and reverse complaints.

About HGS

CanadaCanadaMontrealLiverpoolDartmouthAntigonishKentvilleCharlottetownMontaguePembrokeTimminsThunder BayNorth Bay

IndiaIndiaBangaloreChennaiMumbaiHyderabadMysoreDurgapurNagercoilGunturSiliguriNew DelhiMauritiusMauritius

Rose Hill

United StatesUnited StatesPeoria, ILWaterloo, IASt. Louis, MOEl Paso, TXWarrenville, ILGreen�eld, IN Manila

Iloilo

PhilippinesPhilippines

United KingdomUnited KingdomLondonAlnessSelkirk

NetherlandsNetherlandsGermanyGermanyItalyItaly

Company OverviewGlobal provider of BPO and customer contact center solutions

Over 24,000 employees across 9 countries

Over 120 client programs

Over 48 contact and delivery centers

Over $350 million in revenue

Majority ownership by The Hinduja Group

Global Locations

Providing Services Where You Need Them

TelecommunicationsTechnologyRetailRestaurants and Hospitality

PublishingPharmaceuticalsMedia and Entertainment

Logistics and Transportation

InsuranceHealthcareGovernmentConsumer Products

Consumer Packaged Goods

Automotive Consumer Electronics

Banking and Financial Services

Experience and Recognition

Our clients include Fortune 500 companies and many of the most recognizable brands in the world, some of whom have trusted and partnered with us since our call center services began in 1973. Our clients span an extensive variety of verticals, widening and deepening our knowledge and understanding of many industries.

Dun &Bradstreet

One of the Top ITEScompanies in India

InternationalICTAwardsWinner of the MostInnovative BPO inPhilippines | 2008

NASSCOM

Top 15 ITES BPOexporters FY 07/08

HROA

Gold Medalist inCompetency

Development in BPO

Neo IT

Top 2 call centercompanies globally

Data Quest

Top 10 Employers forEmployee Satisfaction /

HR Practices

ForbesAsia

1 of 200 “Bestunder a Billion”

IAOP

Top 100 Outsourcing List

2010/2011

IAOP

Top 20 by IndustryFocus - Healthcare

888-747-7911 | www.teamhgs.com United States | Canada | India | Philippines | Mauritius | United Kingdom | Germany | Netherlands | Italy

Copyright ©2012 HGS, Ltd. | All Rights Reserved

HGS Contact Center and BPO OutsourcingReplaces fixed costs with variable expense that can be quickly scaled up or down as required;

Leverages location-specific benefitsoff-shore solutions maximize value,on-shore solutions offer neutral dialect;

Brings forward-thinking, innovative initiatives to your business; allowing you to focus on your core product.

Build Long Term Customer LoyaltyAchieve Lifetime Customer Value