HGS wins key customer service contract with Student Loans Company

HGS UK, a subsidiary of Hinduja Global Solutions Limited (HGS) (Listed on NSE & BSE, India), a leading Business Process Management company, has won a new contract with the Student Loans Company, to provide contact centre support for students applying for financial support to progress into higher education.

Highlights -

- New services to be provisioned via 100 FTE in Preston and Selkirk.
- Ramp up of staff to 450 FTE during peak.
- The Company's contact centre staff to support two key lines of business: 1) Student Finance England - providing front line guidance and advice around the loan application process; 2) Income-Contingent Repayment - assisting in expediting the loan repayment process.

- The Company to also offer an escalation helpline to manage and resolve complaints

The contact centre will deliver its service through a two-tiered model with the Tier 1 team handling front line enquiries constituting 95% of the call volumes. The Tier 2 team will comprise of longertenured, experienced customer service staff, dedicated to coaching and educating agents on Student Loans products and system usage.

The new contact centre will commence operation in December 2015. HGS has launched a large scale recruitment campaign targeting local talent in Preston and the immediate surrounding areas with a further recruitment drive in Selkirk scheduled to take place in early 2016.

Matthew Vallance, CEO for HGS Europe commented, "We are delighted to support the Student Loans Company, and are excited to be working with them to create a service that will deliver exceptional customer service. We have invested in our operations in Preston and Selkirk to ensure that we can provide crucial inbound customer support to students to secure financial aid as they commence their academic year in colleges/universities. This new partnership will also drive the creation of over 450 new jobs in Preston and Selkirk - strengthening our position as a key BPO player in North England and Scotland."

HGS's centre in Preston is a three time winner of 'Best Large Contact Centre' at the Contact Centre World Awards. It currently employs over 800 FTE, delivering industry leading customer service programs.

The additional Selkirk based centre on the Scottish borders is home to a range of customer support campaigns for clients including Quadrant Subscription Services, Lloyds Banking and Astra Zeneca.

Les Blacker, Director of Operations for HGS Europe commented, "The Student Loans Company is the latest addition to a portfolio of long-standing partnerships with the public sector. We are excited to be chosen as a partner for providing advice, information and guidance to students. We are recruiting for a wide range of roles in Preston and Selkirk which are suited to those seeking to progress their career in customer services."

HGS is actively hiring for a range of roles including Customer Service Agents, Team Leaders, Operations Managers and Trainers.

Shares of HINDUJA GLOBAL SOLUTIONS LTD. was last trading in BSE at Rs.468 as compared to the previous close of Rs. 461.2. The total number of shares traded during the day was 3499 in over 115 trades.

The stock hit an intraday high of Rs. 468 and intraday low of 451.1. The net turnover during the day was Rs. 1609615.

Source : Equity Bulls

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