Automatic Call Distributor
An Automatic Call Distributor or an ACD system is a call-routing feature that sorts incoming calls and connects them to the right customer service agent.
A Curriculum Vitae (CV) is a document summarising an individual's professional achievements, education, skills, and experiences. It serves as a comprehensive overview of one's career trajectory, designed to showcase qualifications and suitability for a specific job role. An effective CV is tailored to the position being applied for, presenting information in a clear, concise, and compelling manner to capture the attention of potential employers.
At HGS, our behaviours are the keystones that make our values come alive. From the moment you step into your interview, to the continuous feedback you'll receive in performance reviews, these behaviours will shape your journey with us.
First Call Resolution
First call resolution or FCR measures the call center’s percentage of customer inquiries resolved on the interaction.
Escalation Call
An escalation call in a call center is the process of forwarding a contact, to a supervisor or more proficient agent.
Outbound Calls
Outbound calls are calls going out to customers. They are usually proactive calls made for sales, follow-ups, or reminders.
Digital Customer Experience
Digital customer experience mainly refers to customers' interaction with businesses or organisations using any digital medium.
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