The Twimbit BPO EX Benchmark

About

Hinduja Global Solutions (HGS) is helping make its clients more competitive every day. Steps taken include combining technology-powered services in automation, analytics, and digital with domain expertise focusing on back-office processing, contact centers, and HRO solutions to deliver transformational impact to clients.

Mission

• Make our clients more competitive.

Highlights

• HGS uses Qualtrics to optimize its employee experience initiatives
• This optimization has led to significant improvements, including:

• HGS is one of only three business process outsourcing (BPO) providers named to the “Training Top 125” list in 2019
• Agrima is a self-nominated and non-mandatory training program for women in HGS

Employee Experience Objectives

1. Provide agile response feedback at a company-wide scale
2. Reduce the roadblocks between insights provided and actions taken
3. Empower leaders with insights that will help guide the actions taken to make HGS a great place to work

Communication

The company meets the required baseline

Technology

The company meets the required baseline

Voice of Employee

The company meets the required baseline

Learning and Development

1. The company meets the required baseline, plus:
2. A career blog is available for employees to refer against. The blog gives them advice on how to improve themselves personally and professionally
3. Multiple training courses are available that help employees improve their social skills and how to communicate with customers
4. Employees are introduced to the contact center industry and learn from tips, guidance, and success stories on how they can grow and chart a successful career

Social Connection

1. The company meets the required baseline, plus:

Volunteer Work

1. HGS supports a number of projects to increase literacy levels and provide holistic education to disadvantaged children
2. The programs ensure health and nutrition among children, provide remedial education, undertake infrastructural reforms, promote sports and enable technology-facilitated learning
3. The programs include:

4. The company provides support to improve the health and well-being of the local communities and make quality healthcare accessible to all

Diversity and Inclusion

1. Agrima is a self-nominated training program focused on building a more holistic sense of self-awareness and self-esteem
2. It allows women to choose their career growth paths and be able to prepare for leadership roles
3. The program has eight training modules:

Rewards and Benefits

1. The company meets the required baseline, plus:
2. Office Perks

Lessons to be Learned

• Promote many social programs that ensure health and nutrition among children. Also, provide remedial education, undertake infrastructural reforms, promote sports and enable technology-facilitated learning
• Encourage employees to develop a vested interest in the outcomes of these programs and encourage them to volunteer time and effort to their success
• Create programs that allow women to choose their career path and help them prepare for leadership roles