Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Alex Hamberger
Director Of Strategic Accounts
Tracy Hays
Director, Customer Service
Sandeep Rangineni
Data Test Engineer

Article : How to Make Contact Center Agents into Superheroes

#contactcenterworld, @teamhgs

Author: Chris DeLambo, SVP of Business Development, Customer Experience Transformation, HGS

Whether you're a diehard Marvel fan or you pledge fealty to D.C., everybody likes a superhero. Not only do they always save the day, but many are also multi-talented, with a range of useful skills they can deploy as needed.

Contact centers, too, can have superheroes. They’re known as universal agents, or super agents. Like superheroes, these agents are versatile, multifaceted employees. And they have a superpower every contact center needs: They ensure happier customers and keep costs down through faster resolution rates.

Many contact centers, however, are still operating under the old model: regular agents working in silos.

The Challenges of the Contact Center

Many contact centers hire and train people for one specific role: customer service, billing, tech support, sales, customer retention, and so forth. Customers contacting a brand are routed to the appropriate department, and must wait for the first available agent trained to handle their specific need, rather than immediately speaking to any available agent.

The availability of more communications channels has further complicated things. Multichannel communications are good for the customer on one level, because they can contact a brand through their preferred medium: voice call, email, webchat, SMS/MMS message, in-app messaging, social media and so on.

But on the other hand, having so many channels can lead to longer wait times for customers if agents are only trained on, or assigned to, one or two channels. One particular day may bring a rush of webchat queries, but not many customers calling or messaging. Some agents may sit idle — while still costing money — while others tackle the webchat queries, one at a time.

These longer response and resolution times translate into lower customer satisfaction levels and costly inefficiencies. And with so many types of customer inquiries, and so many channels through which to address them, contact centers have to hire more people to have enough agents for every niche, which likewise increases costs.

The Super Agent to the Rescue

Enter the concept of the super agent, or universal agent, who wears many hats, and all of them well. These agents can handle more than one type of customer contact driver, or even all contact drivers. They’re comfortable with technology, can communicate effectively, and boast razor-sharp problem-solving skills.

Best of all, they’re able to multitask, quickly switching not only between different brain-work tasks, but also between different communications channels, without missing a beat.

Turning a regular agent into a super agent isn’t as easy as handing them a mask and cape. For starters, it takes the right kind of person to be able to do all of this. Contact centers must reconsider what metrics they are using in their screening and hiring processes to find people who are, or can be trained to be, a skilled generalist.

Once you’ve hired the right people, you have to set them up for success. Agents must be trained to navigate any customer queries that come their way — not just one or two contact drivers — and given the right tools.

That includes an omnipotent knowledge management platform that is rigorously maintained and continuously updated, because even the most experienced, highly trained agent sometimes comes across a situation that stumps them. Knowledge management also can also boost the customer experience: If agents know they have a tool that can assist them when they’re stymied, they will be more confident and collected when interacting with customers.

Of course, that’s just the human side of a super agent. There’s another component: technology.

Technology for the Win

Human agents cost a contact center money, but they’re 100% necessary. However, they are not necessary in 100% of interactions.

Many customer queries are fairly basic: What is your return policy? How can I sign up for a loyalty card? What accessories are compatible with my recent purchase? All of these can be easily handled by a bot trained via machine learning. They can even be answered by the customer themselves, through an automated self-service center that has been optimally designed to guide a customer toward the right resolution. Both of these options require some initial investment, but provide an ROI that reduces overall costs.

More complex queries need the human touch, but technology can be useful in those instances, too. Contact centers can tie artificial intelligence (AI) into a cloud-based knowledge management platform to improve resolution rates, even for difficult queries. As an agent types keywords into a search bar, the AI serves up the right information, much faster than an agent manually searching. This is good for both the customer, in terms of their time and satisfaction, and the contact center, in terms of costs and efficiency.

Contact centers can also add an AI with natural language processing (NLP) to a cloud-based phone system. The AI "hears" the customer’s query as the customer speaks it into the phone, and instantly populates the agent’s screen with the resolution. The agent only needs to deliver the answer and personalize the interaction.

Bots and Brains Together

There will always be tricky customer situations or difficult phone calls that even the most advanced AI of our time cannot handle, and that’s why a contact center also needs super agents, or universal agents.

But combining smart technology with humans who have been trained and set up for success is an ideal scenario for a contact center. This model cuts costs and drives efficiencies while helping customers get their issues resolved faster — ultimately resulting in higher customer satisfaction and a better customer experience

#contactcenterworld, @teamhgs


About Hinduja Global Solutions Ltd.:
Company LogoHGS is a global provider in consumer engagement, digital CX, and business process management (BPM).
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Record Unsolicited Customer Feedback

Read today's tip or listen to it on podcast.

Published: Monday, December 21, 2020

Printer Friendly Version Printer friendly version

2023 Buyers Guide Inbound Call Handling Services

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.


Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

7.) Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring


VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.


WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic...
(read more)

About us - in 60 seconds!

Join Our Team

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =