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Executive Interview : Award winners 2015 - Interview With Andrew Kokes from Hinduja Global Solutions USA
Andrew Kokes of Hinduja Global Services U.S.A., part of a global enterprise speaks about his first experience participating and competing in the ContactCenterWorld.com Top Ranking Performers Awards in Orlando in 2015.
Can you tell us about the company you work for, the center you work in and your role?
HGS helps to optimize the customer experience and helps our clients to become more competitive. HGS provides business process management services from marketing and digital enablement services and consumer interaction services to platform-enabling back-office business services. By applying analytics and interaction transformation design to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency, and helps to retain valuable customers. Our expertise spans the telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, and consumer packaged goods industries, as well as the public sector. HGS operates on a global landscape with 28,000 employees in 60 worldwide locations delivering localized solutions. HGS, part of the multi-billion dollar Hinduja Group, has more than four decades of experience working with some of the world's most recognized brands.
As member of the marketing team at HGS, part of my role involves storytelling. We run some incredibly innovative programs, both onshore and offshore, that are truly transforming the customer experience. From website self-service and holistic approaches to reducing customer effort and improving net promoter scores, we are continually innovating to make our clients more competitive.
Which Top Ranking Performer Award(s) did you enter and why did you choose it/them in the first place?
HGS Canada entered in the Best in Customer Service category, while HGS USA entered in the Best Outsourcing Partnership category. Optimizing the customer experience is at the core of our business, so we knew we had a great story to tell in that area. Similarly, third-party surveys and independent third-party industry analysts consistently rate HGS much higher than our competitors on client satisfaction. This is due, in large part, to our partnership approach. For instance, in the case of the Funai program, HGS actually facilitated a web self-service initiative that we knew would reduce our FTE count and subsequent revenue. However, because we also knew the FTE reduction strategy was the right solution for the client, we didn’t hesitate to pursue it. Our strategy has always been to work in the best interests of our clients to facilitate an atmosphere of trust and long-term partnership. Because of this, 72% of our clients have been with HGS longer than 10 years.
How do you feel about being one of the top champions in the region?
It’s a great recognition, especially for our operations and account management teams that work so hard every day, balancing the need to consistently meet metrics and targets while at the same time thinking ahead and trying to proactively prepare for the future needs of our clients. Our goal is always to anticipate what our clients business will require before they know themselves. This is a huge challenge but something that our front-line staff does a great job of balancing.
Can you tell us about the sense of pride you have now that you won a medal for your company and country?
We’re especially thrilled that all three of our main go-to-market geographies - the U.K., the U.S., and Canada - won Gold medals. Part of this success stemmed from our ability to work together. For example, the U.K. team had participated in the Contact Center World awards in the past and were able to provide a bit of coaching to the U.S. and Canada teams. When scheduling challenges looked like they might jeopardize our ability to present, others stepped in to support our pursuit. It’s always gratifying to see so many people work together toward achieving a common goal. Winning is the icing on the cake.
How does your company justify your involvement in this process? i.e. how do they know its valuable enough to participate?
Whenever we participate in a new event or awards program, we always question whether the time and effort will pay off. In this case, we knew that the Contact Center World awards had an excellent reputation in the industry, and we came to the conclusion that was something we should try. Having now attended the event and gone through the process, we are confident that the awards program is something we will definitely pursue very actively again next year. The event provided great networking and educational opportunities, and we were definitely excited to be able to share our stories with an audience of like-minded people.
For those who are considering entering these awards, what would you say to those who are not sure about the value of these particular awards?
Our award wins have generated a huge amount of excitement internally and our account management teams have been very enthusiastic about sharing the wins with our clients, who in turn have become very interested in learning more about HGS innovations around the globe. The value of these award wins is immeasurable.
(Interested in entering the ContactCenterWorld.com Top Ranking Performers Awards? Click Here)
Lastly, as you have been to one of our events, how would you describe the ideas from fellow presenters?
The "10 tips" theme worked incredibly well, as each presenter provided practical strategies for contact center improvement. It was a great way to boil some complex strategies down to the essentials. We were provided lots of useful tips that we hope to build on, to continually improve our own best practices.
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Today's Tip of the Day - Capability And Reliability
About Hinduja Global Solutions USA:
A company from the Hinduja Group, Hinduja Global Solutions is a Bangalore- headquartered BPO Business Services company providing end to end consumer focused services and industry solutions. HGS has 30,000 employees world wide with over half of our revenue being delivered in operations located in NA and UK.
Published: Wednesday, July 15, 2015