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Bilingual call centres help significantly improve the customer experience. BPO companies in Canada are increasingly offering bilingual call centre services to deliver quality customer care. If you are bilingual and proficient in French, have a passion for communication and customer service, the BPO industry can be a rewarding career path.
At HGS we embrace our differences and work towards creating an environment where we learn, grow and thrive together. We celebrate diversity as an organization by understanding that each of us are different and our differences make us unique. The three key aspects of D&I that we have been focusing on in the last few years are:
In this series, we celebrate the Primary Exit Profile (PEP) achievements of our employees’ children, who are a part of our family by extension.
Daniel is an HR Administrator at HGS USA. He has been with us for more than 6 years now. She shares with us her experience of working and growing with HGS.
The corporate world is full of opportunities. Each year millions of candidates become part of it. Anybody with the right attitude and mindset can do well. As they say, “Well begun is half done”—if you start this journey on the right note, it will help you transition and settle into the corporate life faster. Here are a few tips as you embark upon this exciting ride!
Initial Processes and Documentation
They say ‘a brand exists in the minds of consumers.’ It takes years of careful hard work to build that ‘position’ in the minds of customers – feelings and experiences customers associate with a brand’s products and services. Successful brands ensure that every time a customer interacts with their brand, they fulfil this innate expectation. As contact canter executives, when you represent a brand, you have an excellent opportunity to elevate this ‘position’ to an even higher level with every customer conversation that you have.
Have these 3 qualities? You will be a sought after ‘social care executive’!
Congratulations on embarking on a journey to build a successful career in a contact centre. We know you are eager to get into the heart of the action and start delivering. The initial part of your journey is designed to put you through a comprehensive training so that you will be fully equipped to carry out real-life customer conversations and get accustomed to the work environment quickly. Therefore, the training phase is the most crucial in determining how you will fare when you actually start working.
This is the social age, and today, social media customer care is an integral part of gaining, retaining, and growing customers. Brands now receive millions of interactions on social media every day. As such, customer service has also come to social media. The vast popularity and use of social media combined with an easy to use system, where a customer can simply log in to their social media page and text their grievances on the organization’s social media page. This negates the hassle of calling, waiting, and other things.
NPS- Net Promoter Score, or NPS, is a customer satisfaction benchmark used to evaluate the chances of customers recommending the brand to their contacts. It ranges from -100 to 100, which measures both negative and positive reviews.
TPH-TPH or Transactions Per Hour refers to a metric that analyzes an individual or team’s transaction on a per hour basis. This is a very important performance measure.
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