Our client is a leading UK bank servicing close to half a million customer interactions per month.
They were struggling to address the challenges and inefficiencies of operating across six siloed channels for customer servicing, with no clear digital support service strategy in place. Firstsource partnered with the client with an aim to identify opportunity areas related to:
Our First Customer Intelligence (FCI) analytics tool measures customer sentiment, emotions and behaviours across an omni-channel environment. Through FCI, we can bring structure to customer interactions and combine them with existing structured data to arrive at actionable insights. These are drawn from an in-depth, real-time analysis of customer engagement on voice and non-voice customer service channels.
FCI used best-in-class speech and text analytics across 100,000 interactions, including customer journey mapping for key touch point/friction point analysis. Based on the findings, the following recommendations were employed to tap into the efficiency opportunities:
Firstsource is a leading provider of customised Business Process Management (BPM) services. We specialise in helping clients stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.