HGS UK, Engage Hub develop feedback platform with TPR 

LONDON, UNITED KINGDOM — Outsourcing and offshoring firm HGS UK and Engage Hub have teamed up with The Pensions Regulator (TPR) of the United Kingdom to provide an innovative feedback platform that improves the customer journey for workplace pension schemes. 

TPR, responsible for ensuring employers put their staff into a pension scheme and pay money into it, tapped HGS UK to investigate options for obtaining customer feedback insight and improving the survey process. 

HGS UK and Engage Hub worked together to design, test and implement a self-service process, the Customer Journey Tracker, which allows TPR to automate and instantly trigger customer surveys immediately after an interaction. This ensures the customer’s recall accuracy and provides real-time insights for the contact center team. 

“Typically, data is rarely business line ready and human intervention is sometimes required to transform raw information into usable insight. With Engage Hub, the business line designed dashboard means that in an instant, someone has a snapshot of all CSAT-related interventions and overall survey sentiment,” said HGS UK Head of Client Services Julie Mortlock.

HGS UK is part of the HGS group, with over 23,000 employees across 33 delivery centers in seven countries. HGS had revenues of US$779 million for the year ended March 31, 2022.