Employee Onboarding: Four Key Ingredients of Optimized CX

In today’s global, digital economy, exceptional and effortless customer experience is a key With the differentiator. commoditization of With the commoditization of virtually all products and services, organizations truly need to virtually all products set themselves apart, to attain and retain customers. Smart organizations realize that the foundation of such a customer experience begins with their employees. These companies and services, focus equal or greater amounts of time, energy, and resources on employee experience as the organizations truly need customer journey. They understand that happy, intelligent, and well-qualified employees are the foundation for building loyal customer relationships. to set themselves apart, to attain and retain At HGS, we start with a pre-designed strategic Employee Experience Blueprint designed to attract the right representatives and empower them to deliver the right customer experience. customers. Our HGS CX Blueprint delivers increased retention rates, higher customer satisfaction, decreased employee turnover, and higher overall return on our clients’ BPO investments. Great CX Begins with the HGS Employee Onboarding Experience Our Onboarding Program is designed to recognize and intentionally build the employee relationship at key “moments of truth.” Starting from the moment team members walk in the door for their first interview, and moving along through the hiring and training process, HGS has Our HGS CX Blueprint identified anxiety and job dissatisfaction triggers, creating and nurturing a positive emotional delivers increased connection and empowering experience. retention rates, higher The onboarding program starts on day one. HGS job candidates are welcomed to their interview customer satisfaction, warmly, by name, as a potential new member of the HGS family. As successful candidates, decreased employee our newest HGS team members are brought through the four-stage onboarding process and are supported, encouraged, and respected along the way. They also are prepared for the turnover, and higher complexities and challenges of customer care. Following our onboarding processes, our staff overall return on and management create what we’ve observed to be both loyal and able employees, proud to represent our client’s brands. our clients’ BPO investments. CX Optimization Starts with the Right Team The HGS onboarding framework comprises four key ingredients that contribute to making customer experiences high-impact, helpful, and empathetic: Journey to Excellence Loyal Employee Attitude + Customer Service Aptitude

Production • Establish and renew two-way expectations Integration • Demonstrate employee fit (61–90 Days)

• Support transition On-the-Job-Training • Seamless departmental handoff (31–60 Days) • Demonstrate employee value

• Create employee confidence Supportive Learning Environment • Increase socialization (0–30 Days) • Meet the team • Strong employer welcome The Foundation • Introductions (Day 1/ Week 1) • Reduce new employee anxiety • Adult learning environment • Two-way expectations

HGS built this framework to ensure our newest employees’ perceptions and opinions are positive and bolster our referrals and recruitment success. What we found when we implemented this was that the impacts of our onboarding program went so much deeper. Through our efforts, HGS has been able to affect our clients’ business in many other positive ways:

Employee Retention (Initial/90 days and ongoing): As expected, the onboarding blueprint increased initial 90-day retention, encouraging and empowering employees to stay in the often difficult initial months. The culture we developed was appreciated and employees chose to stay with us and our clients longer than ever before.

Customer Retention and Customer Satisfaction: As a function of our empowered employee with longer tenure, we are able to positively affect both customer retention and customer satisfaction.

Exceptional and effortless customer experience is a key differentiator that HGS provides, optimizing the customer experience and helping our clients to become more competitive.

About HGS @TeamHGS HGS is a leader in optimizing the customer experience and helping our clients to become more competitive. www.teamhgs.com HGS provides a full suite of business process management (BPM) services from traditional voice contact center services and transformational DigiCX services that are unifying customer engagement to platform-based, back- office services and digital marketing solutions. By applying analytics, automation, and interaction expertise to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency, and helps retain valuable customers. HGS 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 40,000 employees in 66 worldwide locations delivering localized solutions. For the year ended 31st March 2016, HGS had revenues of US$ 507 million. 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.