As digital continues to transform the broadcasting and pay TV industry, we help clients provide effective technical support and deliver exceptional customer experiences, while driving efficiency and increasing market penetration to maximise revenues.
With our global broadband operational delivery expertise, we help clients navigate the industry’s increasingly competitive environment and provide a range of contact centre and back-office processing services across the customer lifecycle, helping our clients stay ahead of the competition.
Mobile operators today have huge opportunities for growth, but this is often hindered by falling customer retention rates and demand for instant service. Firstsource turns these challenges into opportunities by consolidating processes and managing the customer lifecycle effectively. With more than 10,000 of our people serving the mobile sector each day, we help our clients address the industry’s unique challenges.
Firstsource works with land/fixed line providers to help them attract new customers and retain existing ones, while keeping pace with new technology platforms.
We offer a range of services for global telecommunications companies in both the B2B and B2C sectors, with a track record of increasing ARPU through cross-selling and up-selling – all the while ensuring consistent customer experiences across multiple channels.
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.
of calls answered within 10 seconds
achievement of first call resolution
of webchat messages replied to within 30 seconds
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.
cost savings annually
contact avoidance opportunity
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.
increase in NPS score over 4 months
increase in "Friendly Service" rating in the first month
customer satisfaction, up from circa 75%
This prestigious designation is granted only to the best and most disruptive BPO companies
We believe in long term partnerships - over half of our clients have been with us for 7 years or longer
We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology