Case Study: HGS achieves streamlined quality management and faster onboarding with NICE Quality Central (NICE Systems)

HGS Creates a New Chapter of Quality Management from the Ground Up with NICE Quality Central

HGS, a global digital CX and BPO leader headquartered in Bengaluru with ~3,000 agents, provides omnichannel customer service but faced fragmented, Excel‑based reporting and inconsistent quality governance across clients. The manual processes drained time and manpower, prevented a unified "HGS way," and limited visibility for coaching and performance improvement.

Working with NICE Value Realization Services to deploy NICE Quality Central, HGS standardized workflows, dashboards and coaching through targeted change management (workshops, short training videos and recognition programs). The rollout cut evaluation time (about 6 minutes saved per eval), produced one FTE savings in reporting with 3+ FTEs expected after full rollout, sped onboarding from months to weeks, raised performance satisfaction to 91%, enabled agents to self‑serve data, and delivered rapid, measurable performance gains (e.g., a 90% improvement on a specific call type within two weeks).

HGS

Doreen Campbell

Head of Quality