HGS Presentation / General Overview
- 1. 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) 2
- 3. ACRM: AcAonable Customer RelaAonship Management Phone email internet self service white-‐mail Customer Care and Business Process Inbound Sales and AnalyAcs and Fulfillment and Back Social Media Product Support, Outsourcing Order Taking Market Research Office Processing Management Member Care and Provider Support Customer service Claims adjudica2on Cross-‐sell Sa2sfac2on/ Custom leers/ Tracking and and up-‐sell loyalty surveys brochures analysis Outbound follow-‐up Fraud research Sales and Brand loyalty Coupons and rebates Response strategies Pre-‐ and post-‐sales Special order taking analy2cs product informa2on inves2ga2on unit Back office forms Online content Service-‐to-‐sales Compe22ve hos2ng IVR and web Plan building, research Claims/order self service loading, and Save-‐the-‐sale processing Content tes2ng Customer analy2cs development Store and Order status Data entry product locator Bulk product samples Opera2onal and technical support Promo2onal items Sales support Imaging Services 3
- 4. Customer Experience Management Services Customer Outbound Inbound Order Customer Welcome AcquisiAon Sales Sales Processing Enrollment Calling Customer General Level I, II, and III IVR / Helpdesk Up-‐sell / Care Inquiries Technical Support VRU Services Cross-‐sell Product/ Technical Product ApplicaAon SoQware Product Support Support InformaAon Support Support Dispute Billing Warranty Claims Disputes Premium Benefits Detail/ Management Inquiries Management and Appeal Refunds Saves Payment Customer Campaign Payment CollecAons Reminders Processing Follow-‐up Management AnalyAcs and Loyalty CSAT Customer CompeAAve AnalyAcs and Market Research Surveys AnalyAcs Profiling Research Modeling Fulfillment and Custom LeGers / Scanning / Claims Mass Mailing / Coupons Back Office Brochures Data Entry Processing Print on Demand Social Media Monitoring/ Response Response MarkeAng ReporAng Strategies Messaging 4
- 5. Industries Served Automo2ve Media and Entertainment Banking and Financial Services Pharmaceu2cals Consumer Electronics Publishing Consumer Packaged Goods Restaurants Consumer Products Retail Healthcare Technology Insurance Telecommunica2ons Logis2cs and Transporta2on Government 5
- 6. Client Services by Industry Others § Customer Care Government § Service Provisioning § Customer Care § Directory Enquiry § Back Office Processing § Fulfillment Services § Technical Helpdesk § Lead Generation Telecom and Technology Consumer Electronics § Customer Care § Customer Care § Product Support § Product Support § Cross-sell and Up-sell § Cross-sell and Up-sell § Outbound Soft Collections § Technical Support § Outbound Telemarketing § Warranty Issues Banking and Finance Healthcare and Insurance § Customer Care § Member Calls § Cross-sell and Up-sell § Provider Calls § Outbound Telemarketing § Outbound Telemarketing § Outbound Lead Generation § Direct Mailing § Outbound Televerification § E-marketing Consumer Products LogisAcs and TransportaAon § Customer Care § Customer Care § Product Support § Technical Helpdesk § Cross-sell and Up-sell § Fleet Management § Outbound Telemarketing § E-commerce Marketing § Technical Support § Warranty Issues 6
- 7. Our SoluAon • Agent focused culture People • Tenured global management teams • Dedicated country HR teams • Excellent support services across the organiza2on • Cross-‐func2onal process improvement involvement Process • Six Sigma, ISO Cer2fica2ons, HIPAA, SAS 70, GLBA, PCI • Carefully documented Standard Opera2ng Procedures • World class and flexible solu2ons Technology • Scalable across HGS global loca2ons • Secure – serving data security needs of large payers • Client system integra2on capabili2es Great People, Defined Processes, and Cudng-‐Edge Technology 7
- 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 Aendance, 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 8
- 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 9
- 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 10
- 11. Four Steps to Building Loyalty and Value Implementa2on is a cri2cal path to success 1 2 3 4 Staff with the Best Train the Culture Reinforce Quality Celebrate Success Our team will have a passion Understanding of your Customized monitoring to Celebrate team success in for your products products and culture maximize performance reinforcing brand HGS Frontline Agent Team 11
- 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 commied 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. 12
- 13. Industry RecogniAon Technology Fast 50 India 2009 No. 16 in the Top 20 BPO 2010 Employer No. 30 in the Top 50 Fastest Winner: Most Employer for 2010 of the Year Growing Companies in India -‐ 2009 Innova2ve BPO in Top 15 ITES 2008 -‐ Philippines BPO Exporters FY 10-‐11 1 of the 200 “Best Under a Billion” Gold Medalist Gold Medalist Top 10 Employers Forbes Asia, October 2005 Competency Development Competency Development Employee Sa2sfac2on / (2008, 2009, and 2010) HR Prac2ces Seal of Product Quality Top 100 Outsourcing List 2011 Gold Medalist One of the Top ITES Na2onal Product Quality Top 10 – Services Offered Lean Six Sigma Companies in India Excellence Award -‐ Aug. 2005 Top 10 – By Region Served 13
- 14. Why HGS? • 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) 14
- 15. The HGS Difference 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” 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 15
- 16. Thank you! For more informa2on, please contact: Name: Amy Anderson Phone: (309) 229-‐2850 E-‐mail: [email protected] Web site: hp://www.teamhgs.com 16