HGS review

Each line is a datapoint with its grade. Grades are the ones the anchors act on: a sub-criterion scored 5 requires at least one E1 or E2 source, and evidence that is entirely E3 caps the sub-criterion at 3.

11 claims on this sheet, by grade: E1 4 E2 3 E3 4 E5 5 Counts sum above 11 because 5 claims cite more than one grade.

• 17,110 employees at 31 Mar 2026, total income ₹4,857.0 crore, EBITDA margin 13.4%, 23 delivery centres across 10 countries, 425 active CX/Digital client logos Exchange-filed Q4/FY2026 earnings release, May 2026 E1
• CONFLICT across four sources: the FY25 BRSR reports 11,931 for the standalone Indian listed entity against 17,110 consolidated; hgs.com/about-us states 18,000 employees and 30 centres; the unclaimed Clutch profile states 39,000 and 60 centres. The exchange-filed consolidated figure is taken as authoritative hgs.com about E1E3
• Analyst coverage across four houses: NelsonHall Leader in Transforming Business Operations with GenAI (2025) and in Conversational Commerce NEAT (2025); ISG Provider Lens Leader (2024); Gartner Magic Quadrant Leader for Customer Service BPO (2022); Forrester Notable Provider Q2 2026; IAOP Global Outsourcing 100 for a 16th consecutive year hgs.com analyst recognition E1
• UK Government Digital Marketplace G-Cloud 14 listing declares ISO/IEC 27001 accredited by TÜV Rheinland with full business-wide scope, Cyber Essentials and Cyber Essentials Plus, PCI DSS Level 1, and BS7858:2019 staff screening — supplier-completed but published on a Crown Commercial Service procurement registry. No certificate numbers or validity dates given UK Digital Marketplace E2E5
• ISO 27001 version currency unresolved: HGS’s own 2022 announcement cites ISO 27001:2013, a withdrawn version, and the G-Cloud listing dates accreditation to 2011. No evidence of transition to ISO 27001:2022 was located hgs.com blog E5
• Publishes actual pricing on a public procurement registry — HGS Agent X at £39 per user per month, with stated termination terms, offboarding data extraction, CSV/XLSX export formats, UK data location with buyer control over storage and processing location, and L1/L2 support tiers with 24/7 phone support. This covers the Agent X software module, not seat-based CX pricing UK Digital Marketplace E2
• Names a Data Protection Officer, David Pearce, with direct email and postal address at Hinduja Global Solutions UK Limited, alongside a published GDPR data-subject rights process and an explicit controller/processor distinction. No public DPA and no subprocessor list hgs.com GDPR UK E3E5
• Glassdoor 3.3/5 across 5,015 reviews, 53% recommend, 75% CEO approval; recent reviews describe high training-class washout, though HGS does respond to negative reviews. No attrition figure is disclosed in any filing located Glassdoor, checked Aug 2026 E2E5
• Realized AI engagement model publishes a structured 90-day proof of value with outcomes agreed before delivery, baselines established and KPIs defined; human-in-the-loop oversight is stated at every decision point carrying regulatory, financial or clinical consequence, with runbooks, controls and rollback paths mapped to GDPR, HIPAA and the EU AI Act hgs.com AI E3
• Agent X validated by NelsonHall across agent assist, anomaly detection, automated QA, conversational bots and agentic process automation, deployed for a major US telecom automating QA across up to 100% of interactions. Published outcomes of 40–50% AHT reduction, 111K hours saved, $12M savings and 2–3x ROI carry no client attribution TipRanks E1E3
• Publishes no language list anywhere — not on the company site, in the FY26 earnings release, or in the G-Cloud listing. Only English, Spanish and French were verifiable through job postings hgs.com, checked Aug 2026 E5

Computed from this provider’s anchor scores against the 29-provider field it is scored in, from the 11 public claims above: the sub-criteria where it sits furthest above the field median, and furthest below. Selection is by distance from the field, not by raw score — a 5 where most of the field scores 5 says nothing. These are scores for what a provider publishes, so a low score can mean a weak record or a quiet one, and this block cannot tell them apart.

Sub-criterion anchor scores in criterion order, with the weighted criterion total computed from them. Multiply each anchor by its sub-criterion weight over five and sum: that is the whole arithmetic, and it is why this total can be checked without taking anyone's word.

• Largest remaining evidence gap: no multilingual delivery evidenced beyond English, Spanish and French

Every line above is meant to be checkable. If a datapoint is wrong, out of date, or missing a certificate identifier we could not find, the corrections process is open: submit the evidence and the score is re-derived through the anchors. Facts are correctable; scores follow facts.