Improving customer experience is at the heart of everything we do and as custodians of our clients’ brands, we help them serve their customers better.
Our focus lies in creating cost-efficient and improved business processes to help our clients add value through increased productivity, accuracy and compliance. We invest in people, process and technology, as smart digital engagement backed by superior analytics will help our customers grow their business.
To this end, the First Customer Intelligence (FCI) tool derives actionable insights from customer interactions. The focus is on in-depth and near real-time analysis of customer inputs – sentiment, emotions and behaviour across multiple communication and feedback channels.
Combining a webchat technology platform with expert customer service advisors, Firstsource brings a human touch to the web experience – with self-service and increased customer satisfaction through online empowerment and first contact resolution.
Firstsource’s webchat advisers guide and support consumers online, directing them to the right information on the client’s website and resolving their issues quickly and easily.
FirstChat leverages innovative webchat technology to deliver chats on a range of devices – desktop, mobile and tablet. The solution also combines multi-media such as text, graphics and video to provide easy-to-understand communications.
firstSmartomation is Firstsource’s proprietary process automation solution and the latest addition to Firstsource’s suite of customer management solutions. This product helps organisations integrate multiple systems, create new interfaces with automation and reduce complex processes.
The tool leverages non-invasive technology to integrate existing applications and systems to create a user-friendly interface that can be deployed across voice and non-voice customer service channels. firstSmartomation can be positioned on any back-end system to create a user-friendly interface that shortens processing and interaction times and improves productivity.
Firstsource is experienced in the management and optimal use of resource and assigns the right employees with the right skills to the right job at the right time. As an operations tool, workforce management monitors agent performance and customer response, while enabling forward-looking organisations to manage resources, forecast and plan staffing across channels.
Workforce management is increasingly embracing talent management, and empowering employees through the automation of select functions. Firstsource has a strong track record of ensuring customer satisfaction, while driving efficiencies in customer service operations. The firstWF Suite is among Firstsource’s latest offerings and enhances resource management while achieving operational savings in contact centres.
Driven by the twin objectives of customer satisfaction and efficiency, the firstWF Suite enables enterprises to employ a workforce optimisation practice that effectively utilises their most crucial resource – people. The service aligns with all outsourcing delivery models including onshore, offshore, work at home and supports optimisation in a multi-channel environment, including voice, web, chat, email, back-office and social media.
With consumers becoming increasingly aware of their power to make significant claims for alleged mis-selling of financial products, the financial services community is struggling to keep pace with the volume of increased work.
To support financial services in this challenging landscape, Firstsource has developed firstResolve – an end-to-end complaints management solution. firstResolve delivers a claims handling methodology that includes a portfolio of claims management services covering the complete range of consumer claims.
Our dedicated centre of excellence in Middlesbrough, UK, is the hub for firstResolve. Firstsource has expertise in reactive and proactive claims handling, and our experienced complaints handlers can review established processes to identify areas for improvement and drive efficiencies in complaints management. As part of the firstResolve complaints management suite, we also provide past business reviews and compliance audits as well as general and product specific complaints handling.
i-Leverage creates a 360 degree view of all customer interactions across every channel. This solution delivers real-time information on customer history and transaction event, and provides a quicker response time for customer queries/interim responses to any customer requests.
Using a central database, this integrated web-based solution records and retains customer interactions and presents customer specific information as and when needed. i-Leverage enables remote access from anywhere by customers, customer service associates, and client users. The tool can also be used for end-to-end customer interaction tracking.
Our proprietary workflow tool, Sympraxis eliminates operational inefficiencies through the automation of different processes to increase productivity.
Sympraxis, Firstsource’s proprietary transaction processing engine has the proven capability and expertise to handle complex transactions and is built upon a strong quality focus, data security and process efficiency foundation and currently processes over 50 million transactions per year. Sympraxis includes servers, transaction management systems and tools that help to achieve industrial strength.
Xsellerate is an interactive tool which maximises agents’ potential by helping them to hone their pitch skills, deal with queries and offer the right product for the right customer. It enables agents access to the right information when they require it, creating a streamlined process and empowering them to provide a superior customer experience. Xsellerate helps agents to handle objections effectively, provides robust information on competitors and supports customer profiling for a more effective sales pitch.
For businesses, this means an increase in sales potential, improved results and more effective agents – and an enhanced customer experience. The tool is designed to help upsell to existing customers but can also be scaled up for inbound sales, web chats and outbound sales. Through XSellerate, sales scripts are aligned to customer demographics, call types and buyer profiles, helping businesses in sales conversions and improving performance significantly.