Contact Center Solutions Featured Article

Hinduja Global Solutions Wins Silver at the 2014 Contact Center World Awards

December 19, 2014

The Contact Center Solutions Community, as frequent visitors know, likes to report on industry recognition. In fact, being recognized for outstanding performance is a global affair as witnessed by Hinduja Global Solutions Limited (HGS) adding to an already impressive list of achievements by winning silver for ‘Best Large Contact Center’ at the recently concluded global finals of the Contact Center World Awards.  

As the company noted, this is a repeat performance, as it was the winner of ‘Best Large Contact Centre’ at the EMEA finals of the program back in July this year. The recognition for Best Contact Center this time went to HGS’s Centre of Excellence for Customer Retention & Loyalty in Preston, U.K., for delivering exceptional customer service while driving agent performance through transformational programs.

HGS, for those unfamiliar is part of the multi-billion dollar conglomerate - Hinduja Group. It provides outsourcing solutions that include back office processing, contact center services and customized IT solutions around the world. The company employs 28,000 people and has physical locations in over 60 countries.  Its focus is in analytics-driven sales, retention and loyalty customer service.

 Matthew Vallance – CEO for HGS Europe commented on the win, “We are delighted with yet another phenomenal performance at the Contact Centre World Awards. This win is further proof of our global capability to deliver transformational change for our clients through optimizing their customer experiences. It is also evidence of the soundness of our employee engagement strategy, which is boosting productivity and enhancing the quality of our interactions with customers.”

The award for the Preston operation in the U.K. is based on that center’s handling of customer retention and loyalty activities for U.K.-based telecom provider TalkTalk since 2009. This is quite a substantial customer. TalkTalk has over 4 million broadband customers and over 1 million TV customers, and it operates what it calls “the largest fully unbundled network in the UK” which covers 95 percent of the U.K. population. 

In 2012, the partnership between the two companies led to creation of a Centre of Excellence for customer retention and loyalty. Today its team of over 400 agents is doing an admirable job of delivering extremely high retention rates for TalkTalk, while attracting new customers to its broadband and TV services. In fact, as winning silver shows, this is really quite admirable performance. 

Edited by Maurice Nagle