The client is one of the leading insurance service providers in the automobile direct insurance sector, insuring over 4 million customers and employing more than 7,000 people across the UK, Spain, Germany, Italy and USA.
The partnership with Firstsource started in 2001, with the offshore delivery of sales processes and 15 FTEs in India. This increased to include customer services operations in 2003 and the strategic partnership has grown from strength-to-strength. Today, Firstsource’s team of 350+ employees manage 50% of the client‘s customer services operations’ total contact volumes.
To stay ahead in a competitive market, the client needed to improve their operational scalability, customer service and productivity, with specific goals to:
Working with the client, Firstsource identified opportunities and solutions to help meet their business goals that included:
Firstsource delivered measurable business benefits the client, specifically around customer experience, cross-sales and cost reduction, with the following results:
"We have enjoyed a successful partnership with Firstsource over many years, and they have worked hard to support the growth of our business and regularly review the value they can add."
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.