HGS UK and Engage Hub partner with The Pensions Regulator to help optimise customer journeys

The background

Governance surrounding customer care is a high priority for TPR and the insight behind Customer Satisfaction (CSAT) plays a big part in understanding where in the customer journey TPR can improve its service. As part of its continuous improvement strategy, TPR partnered with HGS UK to deliver a feedback platform that elegantly complements the customer journey and more importantly, provides data to improve CSAT insight. This was launched in June 2022.

HGS has a partnership with Engage Hub a leader in the provision of journey orchestration and cross-channel communications – to enhance and differentiate customer experience (CX) across multiple sectors using real-time insights. Engage Hub’s tool, Customer Journey Tracker, enables HGS’ client, The Pensions Regulator (TPR), to drive proactive improvement to employees’ pension scheme management.

The challenges

HGS worked with TPR to investigate options for obtaining customer feedback insight and improve the survey process behind this. Traditionally, TPR has gathered customer feedback through an outbound 1:1 interview service and, typically, this action would occur on a different day than the interaction between the HGS adviser and TPR customer. HGS identified an opportunity to close this gap between feedback, meaning the survey process could be automated and available in the customers’ channel of choice.

As part of a new approach, HGS explored the benefits of an immediate and automatically triggered survey. This would allow TPR to learn more about a customer’s experience by surveying them straight after the interaction, improving the customer’s recall accuracy and providing real-time insights for the contact centre team.

The innovation

Due to the company’s experience of working with some of the UK’s most recognisable brands, HGS understood that auto-triggering a survey relies on elegant channel switching. To achieve this, HGS technology teams collaborated with Engage Hub and the AWS contact centre technology, Amazon Connect, to design, test, and implement a self-service process to accommodate voice and text feedback for TPR. This was named Engage Hub’s Customer Journey Tracker.

“Like many organisations that strive to continuously deliver the best possible end user experience, we know data is king. 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. At any point of the customer journey, a user can deep-dive into the granular detail and dissect an element of feedback including the transcription of an open comment. The outcome of this proactive over reactive approach is the ability to pinpoint opportunities for future improvements and, in turn, build a memorable customer experience in the long term,”

Julie Mortlock, Head of Client Services


Joe Walker, Service and Performance Manager, at TPR says: “At The Pensions Regulator, we are extremely proud of our contribution to the success of the roll-out of workplace pensions auto-enrolment over the last ten years.

Our customer support team helps ensure employers get the guidance they need to successfully meet their legal duties. In just 2022 alone, we responded to enquiries from more than 100,000 customers. To optimise customer experience, we were keen to review how we gathered customer feedback, so explored options with HGS. Once Engage Hub’s Customer Journey Tracker had been refined to meet our requirements, it went live in June 2022. We’ve now seen the number of customer feedback surveys generated increase greatly, which has enabled us to refine our processes and so improve the customer experience.”

The results

Engage Hub’s Customer Journey Tracker has been built with the company’s own intellectual property (IP) to enable machine learning (ML) under artificial intelligence (AI). The combined power of Engage Hub’s AI and Google speech-to-text (STT) technologies enable natural language processing (NLP) to interpret the best intervention from voice utterances throughout the telephony survey. With this, STT captures open comments so that detailed context can be assessed when identifying the root cause of any issues.

Whilst the Customer Journey Tracker acts as the orchestrator, the big benefit has been real-time data from across all touchpoints and channels. The visual dashboard makes the most of all survey interactions in one, unified view.


About The Pensions Regulator

The Pensions Regulator (TPR) is the UK regulator of workplace pension schemes.

They make sure that employers put their staff into a pension scheme and pay money into it. They also make sure that workplace pension schemes are run properly so that people can save safely for their later years.


About Hinduja Global Solutions UK (HGS)

A leader in optimising CX, HGS UK helps our clients become more competitive every day. We provide world-class customer care and digital innovation for contact centre operations locally and globally. Our solutions ensure high quality conversations, in the customer channel of choice, resolving contacts the first time, all underpinned by great people, cloud technology, digital innovation (automation, analytics, and artificial intelligence), and a collaborative partnership to optimise and future-proof.

HGS UK has over 3,000 employees making a difference to some of the world’s leading brands, and central and local governments.  Although locally managed, we are part of the HGS group, a multi-million dollar business, bringing global best practice, backing, and investment. Globally, HGS has over 23,000 employees across 33 delivery centres in seven countries. For the year ended March 31, 2022, HGS had revenues of US$ 779 million, including from the recently divested Healthcare Services business. Visit https://hgs.cx/ to learn how HGS transforms customer experiences and builds businesses for the future.


About Engage Hub

Every customer is unique. Engage each one.

At Engage Hub, it’s our mission to make sure your business treats your customers as individuals to engage each and every one, so you win them over faster and keep them for longer.

With over 30 years in the business, our services have evolved alongside the needs of our clients, including some of the world’s most successful brands across the financial services, utilities, telecoms, retail and logistics sectors. We understand the challenges you face – from data silos to legacy systems – and have built intelligent, intuitive and effective solutions that work for you.

Our commitment to excellence has helped us build a reputation as the leading global provider of data-driven consumer engagement and customer retention solutions. At a time when brand loyalty is at an all-time low, our data orchestration and customer service technology delivers the kind of experiences your customers have now come to expect. So, you can always keep them engaged and happy.