what is hgw

High Group Waiting (HGW) in telecom refers to the situation when a large number of calls are waiting in a queue for an available agent to handle them. HGW is a common challenge faced by telecom companies, especially during peak hours or promotional events. It can lead to increased call abandonment rates, customer dissatisfaction, and loss of business opportunities. To effectively manage HGW, telecom companies in the UK often employ strategies such as optimizing workforce management, implementing call routing technologies, and offering self-service options to customers. By addressing HGW proactively, telecom companies can improve customer service levels, enhance operational efficiency, and ultimately drive better business outcomes.