HGS Presentation / General Overview

About HGS A Global BPO Customer Rela3onship

Management Company

Customer Care, Technical/Product Support Inbound Sales, Billing, and Order Taking

AnalyAcs and Market Research Fulfillment and Back Office Processing

Social Media Management

hGp://www.teamhgs.com

2

HGS Overview

•  Who We Are: A global customer rela2onship management corpora2on with its principal North American office in Warrenville, IL

•  Global Customer Support Services: Global provider of business process outsourcing and customer support solu2ons by phone, e-‐mail, chat, and social media with 22,000 employees, 120 clients, and 31 centers located in 7 countries

•  Stable OperaAons and Client Base: In business for 37+ years, with Fortune 100 and 500 clients, listed in Fortune Magazine’s Top 100 Global Outsourcing Companies, 2011

•  Consistent Growth: Growing corpora2on with $240 million in revenue

•  Financial Stability: Publicly listed company, financially sound (AAA-‐)

•  CerAficaAons: Six Sigma, ISO 9001, 27001, HIPAA, GLBA, PCI, eSCM (2012)

3

Cross-‐sell and up-‐sell

Sales and order taking

Service-‐to-‐sales

Save-‐the-‐sale

Order status

Inbound Sales and Order Taking

Custom le\ers/ brochures

Coupons and rebates

Back office forms

Claims/order processing

Data entry

Bulk product samples

Promo2onal items

Imaging Services

Fulfillment and Back Office Processing

Customer Care and Product Support, Member Care and Provider Support

Customer service

Outbound follow-‐up

Pre-‐ and post-‐sales product informa2on

IVR and web self service

Store and product locator

Opera2onal and technical support

Sales support

Sa2sfac2on/ loyalty surveys

Brand loyalty analy2cs

Compe22ve research

Customer analy2cs

AnalyAcs and Market Research

Claims adjudica2on

Fraud research

Special inves2ga2on unit

Plan building, loading, and

tes2ng

Business Process Outsourcing

Social Media Management

Tracking and analysis

Response strategies

Online content hos2ng

Content development

ACRM: AcAonable Customer RelaAonship Management

Phone email internet self service white-‐mail

4

Product Support

Billing Inquiries

Benefits Detail/ Saves

Payment Reminders

ApplicaAon Support

Payment Processing

Product/Technical Support

Dispute Management

Fulfillment and Back Office

CollecAons

Premium Refunds

SoQware Support

Warranty Management

Claims Disputes and Appeal

Customer Follow-‐up

Campaign Management

Product InformaAon

Customer Enrollment

Inbound Sales

Order Processing

Customer AcquisiAon

Welcome Calling

Outbound Sales

Claims Processing Coupons Scanning /

Data Entry

Customer Care

Mass Mailing / Print on Demand

Custom LeGers / Brochures

Helpdesk Services

Level I, II, and III Technical Support

IVR / VRU

Up-‐sell / Cross-‐sell

General Inquiries

AnalyAcs and Market Research

CompeAAve Research

CSAT AnalyAcs

Customer Profiling

AnalyAcs and Modeling

Loyalty Surveys

Customer Experience Management Services

Social Media Monitoring/ ReporAng

Response Strategies

Response Messaging MarkeAng

5

Automo2ve

Banking and Financial Services

Consumer Electronics

Consumer Packaged Goods

Consumer Products

Healthcare

Insurance

Logis2cs and Transporta2on

Media and Entertainment

Pharmaceu2cals

Publishing

Restaurants

Retail

Technology

Telecommunica2ons

Government

Industries Served

6

Telecom and Technology §  Customer Care §  Product Support §  Cross-sell and Up-sell §  Outbound Soft Collections §  Outbound Telemarketing

Government §  Customer Care §  Back Office Processing §  Technical Helpdesk

Consumer Electronics §  Customer Care §  Product Support §  Cross-sell and Up-sell §  Technical Support §  Warranty Issues

§  Member Calls §  Provider Calls §  Outbound Telemarketing §  Direct Mailing §  E-marketing

Banking and Finance §  Customer Care §  Cross-sell and Up-sell §  Outbound Telemarketing §  Outbound Lead Generation §  Outbound Televerification

Others §  Customer Care §  Service Provisioning §  Directory Enquiry §  Fulfillment Services §  Lead Generation

LogisAcs and TransportaAon §  Customer Care §  Technical Helpdesk §  Fleet Management

Consumer Products §  Customer Care §  Product Support §  Cross-sell and Up-sell §  Outbound Telemarketing §  E-commerce Marketing §  Technical Support §  Warranty Issues

Healthcare and Insurance

Client Services by Industry

7

Great People, Defined Processes, and Cudng-‐Edge Technology

Our SoluAon

• Agent focused culture • Tenured global management teams • Dedicated country HR teams • Excellent support services across the organiza2on

• Cross-‐func2onal process improvement involvement •  Six Sigma, ISO Cer2fica2ons, HIPAA, SAS 70, GLBA, PCI • Carefully documented Standard Opera2ng Procedures

•  World class and flexible solu2ons •  Scalable across HGS global loca2ons •  Secure – serving data security needs of large payers •  Client system integra2on capabili2es

People

Process

Technology

8

People Investment

•  Leadership Development • Professional Selling Skills Training • Mul2ple Leadership Development Programs • Execu2ve MBA Sponsorship

•  Industry Exposure • Compliance Training •  Social Media Training •  Industry Seminars/Conferences

• Awards / Rewards • Milestone Anniversary Awards • Perfect A\endance, Performer of the Month • CEO’s Award

• Development and Growth •  Func2on Specific Training • Tui2on Reimbursement for Higher Educa2on •  Six Sigma, eSourcing Capability Model Cer2fica2on and Training •  Internal Job Pos2ng – Global Opportuni2es

9

Process Investment

• Global Business Excellence Func2on • Organiza2on Capability Group • Compliance and Audit Group • Quality Group • Con2nuous Improvement Group

• Cross-‐func2onal Process Improvement Involvement •  Six Sigma • Kaizen • Customer Opera2ons Performance Center (COPC) • eSourcing Capability Management (eSCM)

• Customer Service University •  Industry Benchmarking

• ASTD Benchmarking – American Society of Training and Development • CSBA – Customer Service Benchmarking Associa2on • Bain & Company Management Benchmarking • BCS Benchmarking – Bri2sh Computer Society

10

Technology Investment

• Customer Sa2sfac2on Survey using Astute • CSAT Measurement using IVR/email/call

•  Speech Analy2cs using Impact 360 by Verint • Understand drivers of cost and customer sa2sfac2on •  Surface emo2onal calls automa2cally

•  IVR/VRU Development • Witness System eQuality for Call Recording • Nice Monitoring Tool for Call Recording • Blue Pumpkin and Aspect for Scheduling • Technology Upgrades

•  Security and Compliance – ISO, PCI, SAS 70 etc., • Hardware and Sooware Infrastructure

•  Social Media Tracking • Manage your social presence • Regularly monitor brand image over the web

11

Train the Culture Understanding of your products and culture

Reinforce Quality Customized monitoring to maximize performance

Celebrate Success Celebrate team success in

reinforcing brand

Implementa2on is a cri2cal path to success

1 2 3 4

Four Steps to Building Loyalty and Value

HGS Frontline Agent Team

Staff with the Best Our team will have a passion

for your products

12

Processes and Quality Management We leverage proven processes including cross-‐func2onal audit teams and documented standard opera2ng procedures across all areas of our company to create predictable, replicable results.

But we don’t stop there. We are commi\ed to an ongoing search for improvement opportuni2es. We apply a hybrid of Six Sigma and ISO methodologies to constantly analyze current processes, followed by our problem solving and improvement recommenda2ons.

13

Winner: Most Innova2ve BPO in 2008 -‐ Philippines

Top 10 Employers Employee Sa2sfac2on /

HR Prac2ces

1 of the 200 “Best Under a Billion” Forbes Asia, October 2005

Gold Medalist Competency Development

Gold Medalist Competency Development (2008, 2009, and 2010)

Gold Medalist Lean Six Sigma

No. 30 in the Top 50 Fastest Growing Companies in India -‐ 2009

Technology Fast 50 India 2009

No. 16 in the Top 20 BPO Employer for 2010

Top 15 ITES BPO Exporters FY 10-‐11

One of the Top ITES Companies in India

2010 Employer of the Year

Seal of Product Quality Na2onal Product Quality

Excellence Award -‐ Aug. 2005

Top 100 Outsourcing List 2011 Top 10 – Services Offered Top 10 – By Region Served

Industry RecogniAon

14

•  Dedicated implementa2on project team

•  Approach to partnership vs. tradi2onal vendor rela2onship

•  Scorecard approach to evalua2ng performance

•  Ac2ve leadership and improvement focused frontline teams

•  Ac2onable Customer Rela2onship Management (ACRM)

Why HGS?

15

Vision “To be a globally preferred business process transforma2on

partner for our clients, crea2ng value in their business through innova2ve outsourcing solu2ons”

Mission “To make our clients more compe22ve”

The HGS Difference

Team Culture High-‐touch interac2ons, crea2ng trusted

rela2onships based on integrity

Collabora2ve responsive partner, dedicated experts, and tailored services and approach

Fully trained virtual extension of your team, aligned with your company’s mission

16

Thank you!

For more informa2on, please contact: Name: Amy Anderson Phone: (309) 229-‐2850 E-‐mail: [email protected]

Web site: h\p://www.teamhgs.com

HGS Presentation / General Overview

Documents

Transcript of HGS Presentation / General Overview