NOW TV and Firstsource Solutions won gold for Best Use of Customer Insight at the UK Customer Experience Awards 2019. The awards programme recognises inspiring organisations who are striving to enhance their customer experience in innovative ways.
NOW TV and Firstsource received the award for using analytics to improve NOW TV’s customer support through chat sessions. customer sentiment analysis, root cause analysis, and process improvement initiatives, including a new quality framework for chat, an agent quality index, agent training and coaching on new behaviours, and competitions and incentives on these behaviours. This improved Net promoter score (NPS) on chat from +49 to +62 and First call resolution (FCR) from 71% to 78%.
Adi Heesom, Director of Operations, Now TV said, “The insights from Firstsource’s analytics team were enormously valuable. Firstsource really got to the root of how agent behaviours on chat drove customer satisfaction. The results on our core metrics speak for themselves where NPS, FTR and Save Rate have improved significantly month on month. It was joint teamwork with great collaboration between both businesses – outstanding work all round.”
Vipul Khanna, CEO at Firstsource Solutions, said: “We are delighted our analytics and Decision Support Technologies helped Now TV surpass their customer service standards, enabling them to further grow their business.”
Firstsource Solutions Limited, a RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL@IN), is a leading provider of customised Business Process Management (BPM) services. Firstsource specialises in helping customers 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 custodians and long-term partners to 100+ leading brands with presence in the US, the UK, India and the Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.
Our clientele includes Fortune 500 and FTSE 100 companies.
For more information, please visit www.firstsource.com
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