Hinduja Global Solutions (HGS), announced a full suite of business continuity solutions designed to help clients and their employees manage contact centers during the COVID-19 crisis, which has caused reduced staffing levels due to government mandated guidelines.
“HGS Digital has tapped into its deep understanding of people and technology to deliver the same frictionless digital experiences they’ve come to rely on to help employees and customers deal with COVID-19,” said Venkatesh Korla, Founder & CEO, HGS Digital. “And because speed is of the essence during a global health emergency, HGS Digital has created solutions that clients can implement in as little as seven days in some cases.”
Digital business continuity solutions include:
HGS DigiBOTs helps call centers by providing FAQs regarding COVID-19, take and track messages for callback if agents are busy, and pivot phone calls to digital channels for resolution. HGS has developed 2 pre-packaged solutions:
- HGS DigiBOTS Health Screener Bot for employees enhances clients’ ability to connect with employees in a meaningful way to screen for health issues before reporting to work.
- HGS DigiBOTS Crisis Assistance solution uses artificial intelligence to provide employees with quick and easy access to information on health benefits, medical leave, and other HR topics.HGS DigiBOTs also features the ability to generate ready-to-work reports so decision makers can easily identify areas of need and respond to employee concerns quickly.
HGS Work@Homesolution protects employee safety by enabling them to conduct call center tasks securely from home. HGS work@home delivers the flexibility to ramp up remotely during a time of crisis and also ensures security through data encryption and device lockdown. All customer care team members receive training, coaching, and support – 100% virtually.
“Staying at home is critical to social distancing guidelines that are designed to help flatten the curve,” Korla said. “With the HGS work from home solutions, clients can keep normal call center operations running smoothly while keeping employees and their families safe.”
Additional business continuity solutions are:
- Channel Pivoting to help move voice volume to digital channels, such as text, chat or social messaging for quicker issue resolution
- HGS EPIC social media tool for customer support and crisis communication helps clients maintain a positive brand reputation, prioritize what matters during a crisis, support customers, and help make informed business decisions
HGS Self-Help Portal & Smart Channel Selector is a self-help portal that guides customers to the best channel for resolution, whether its live agent assisted, automated, or both. During the COVID-19 crisis, this helps drive higher self-help resolution and manage the influx of volume with limited resources.
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