Firstsource transformative solutions across three pillars - the client’s technology, processes and people - ensured 32% guaranteed cost savings over ﬁve years.
Firstsource enabled the client to offer exceptional customer service across channels, resulting in improved sales performance and reduced costs.
Firstsource leveraged its proprietary customer intelligence solution to enable agent training and process improvements, leading to improved customer satisfaction.
Managing persistent staffing challenges is an everyday reality for contact centre leaders. View the infographic to understand how an Insourced team can impact your contact centre operations and SLA.
Firstsource helped the client automate high volume, repetitive tasks in its loan set-up, guaranteeing complete data accuracy and improving agent productivity by 250%.
Firstsource implemented its proprietary customer analytics solution to deliver exceptional customer experience and identify opportunities to boost sales conversion by 10%.
Firstsource’s customer intelligence solution helped the client analyse customer sentiment to customise agent coaching and improve ﬁrst time resolution rates by 80%.
Firstsource’s proprietary analytics solution helped the client identify and ﬁx the gaps in its customer service process, leading to 6% call avoidance.
Firstsource deployed a structured training programme to equip the clients’ call centre agents with in-depth product and competitor knowledge, leading to 27% increase in revenues and 24% increase in sales conversions.
Firstsource’s outcome-based staffing solution helps the bank match its call centre resources to predicted call volumes, enabling ﬂexible operations and enhancing customer experience.
Firstsource’s customer analytics solution helped the client pinpoint friction points and deploy corrective measures, identifying $1.5 million in annual savings opportunities.
Sympraxis Workflow Management Solutions integrates with existing business systems to connect your organisation's resources and enhance visibility into end-to-end processes, enabling you to drive continuous improvement.
Sympraxis® is industry-agnostic and can be used across multiple industries like Healthcare, Insurance, Financial Services, Publishing, etc. to streamline operations and increase eﬃciency.
The Firstsource analytics solution helped the company uncover customer insights, apply them to improve their complaints handling process, and increase NPS and “save rate”.
Firstsource deployed a customised channel strategy to optimise the client’s mix of service channels and lift channel efficiency by 200%.
Firstsource’s ﬂexible workforce helps the insurance company’s contact centre meet customer demand on evening and weekend shifts.
SympliSend is an easy to use, one-stop application that allows electronic submission of documents and correspondence to support the appeals and grievance process.
The client, a prominent bank in the UK, provides commercial financing solutions to businesses. The client faced challenges with carrying out due diligence on a regular basis with respect to monitoring ageing of invoices and contra-trading activities. The Firstsource solution reduced risk exposure by £3.5m per month.
The biggest benefit modernisation brings to the table is it’s cost effectiveness. With the external threat of digital ready competition
looming large coupled with challenging alternative business models from other industries, an urgent cost effective solution to legacy
systems is non-negotiable.
The client – a leading credit card provider in the US partnered with Firstsource to improve collections from defaulting accounts. The Firstsource solution provides a 100% increase in potential collections from the top decile with an overall 60% potential in the top 50% decile.
The client, a leading Indian bank, required a system to deduce reliable head-count guidance for its customer service support call process on a daily basis. The Firstsource solution provided a 93% accuracy in customer service call forecasts thereby leading to fewer employees on bench and a significant improvement in operations-planning for the process.
The client, a leading healthcare insurance providers in the US, was looking to optimize their mailroom operations. The large volumes were inhibiting timely and accurate processing of documents resulting in an adverse impact on costs. Firstsource used a combination of innovative techniques, Natural language process, keyword extraction and fuzzy logic matching to develop a solution that integrated within the workflow.
The client, a prominent bank in the UK, provides commercial financing solutions to businesses. The client faced challenges of legacy systems that impacted customer experience and resulted in a high cost of service and exceptions management within their invoice factoring and discounting function. The Firstsource solution reduced cost-to-serve and delivered savings of $ 3 million.
The client’s main objective was to find a resolution to low NPS scores as quickly as possible and deliver effective customer service in a friendly and helpful manner. Firstsource undertook an operational assessment of the raw NPS data, then analysed and created an action plan that delivered increased NPS scores and customer satisfaction.
For any organisation, running invoice finance operations efficiently is vital. However, this often involves expensive legacy technologies and complex process re-engineering that diverts attention away from core business. We have the knowledge, automation, analytics and workflow tools and technology to help transform your commercial finance operational performance.
Our client is an acute care health system serving Southwest Ohio, serving 2,000 beds in 5 acute care hospitals. Firstsource introduced a proprietary scoring and segmentation system, optimised customer touchpoints and trained a specialised team in order to help ease financial pressure on the client, while maintaining a high level of patient satisfaction.
Ulster Bank needed a flexible partner with customer service expertise to provide inbound telephony services for customers and support operations. Firstsource’s experience in customer management, its pool of skilled advisers and a local presence in Belfast proved to be the ideal solution.
To support growth, customer-focused organisations must understand the importance of data that flows in and out of their systems at every touch point and interaction. Analytics can help harness this data, driving improvements in internal operations and through marketing insight, enhancing business growth.
Optimising costs is important, but successful companies are now focusing on strategies to drive market growth and wallet share. Firstsource has developed a suite of practical tools and methodologies to help clients identify and act on these opportunities and help increase revenue from existing customers.
The client approached Firstsource to help understand the reasons why patients were contacting them and for help to improve customer service. The Firstsource solution helped the client improve customer experience, reduce cost to serve and increase appointment rates for patients.
The client approached Firstsource to help understand the factors impacting their customer satisfaction levels. The Firstsource analytics solution delivered reduced costs, improved customer self-serve and effort.
The client needed support with customer service issues, where in only 45% of customer service requests were being adequately addressed due to underlying process inefficiencies. The client partnered with Firstsource to identify the root causes and create a strategy for improvement. The Firstsource solution delivered a seamless channel experience and reduced cost to serve.
The client was struggling to address the challenges and inefficiencies of operating across six individual channels for customer servicing and partnered with Firstsource to help refine the customer journey and optimise channel performance. The Firstsource solution delivered reduced costs through contact avoidance, as well as a reduction in call volume.
The client partnered with Firstsource in order to create a strategy for the automation of high volume, low complexity processes, while reducing costs. Firstsource's solution achieved significant cost savings, increased productivity and improved data accuracy.
Brands cannot afford to provide ‘average’ customer service and must constantly improve and refine their strategies to keep pace with customer expectations and technology advancements. At Firstsource, we are passionate about creating differentiated customer experiences and enhancing customer loyalty, regardless of the choice of channel.
We leverage technologies such as analytics, robotic process automation and digital transformation tools to help clients achieve measurable business outcomes. Using process re-engineering and automation-driven technology helps create more cost-efficient, streamlined, compliant and simplified processes.
A new product launch by the client created an unpredictable level of demand for support by customers signing up, which had to be handled quickly and efficiently. The Firstsource solution, which included webchat, successfully delivered measurable improvements to the client's NPS results.
The client originally partnered with Firstsource in 2009 with the objective of creating an exceptional customer experience that focused on reducing contacts, engaging members and providing fast resolution. Firstsource worked with the client to deliver a remarkable improvement in customer experience and journey for the customer base.
To stay ahead in a competitive market, the client needed to improve their operational scalability, customer service and productivity, with specific goals around delivering increased capacity in customer management and back office processing operations. Firstsource worked closely with the client to help achieve improved customer experience, increased cross-sales and reduced costs.
The client partnered with Firstsource to support their operations during a critical system cutover project and to provide inbound customer service support. Firstsource successfully identified a range of opportunities and solutions for increasing operational scalability and improving operating procedures, deploying technology, facilities and recruitment in just six weeks.
Having established a strategy to create and launch a new content app in the UK and Europe, the client required a partner to provide a complete customer service offering. Firstsource successfully delivered the programme that helped the client improve customer satisfaction, email response times and first call resolution.
One of the key challenges faced by the client was to process consumers’ complex claim applications and they approached Firstsource to help overhaul their claims processes. Firstsource identified a number of opportunities and solutions around improving training and operational infrastructure, while identifying value-add activities that delivered a reduced claims turnaround time and lower cost to serve.
We manage over $4 billion annually in accounts charged-off debt for our customers. We undertake this responsibility with a unique operations delivery model that builds upon our culture of treating customers fairly and finding solutions that meet the highest industry standard.
Our NPS Predictor model uses advanced speech analytics to identify the customers that could be the biggest detractors to your business. By using these insights, you can ensure that your organisation is targeting the right customers with the right messages, leading to increased customer loyalty.