We believe that investment in people is a key source of innovation, growth, competitive advantage and future leadership. Well-executed workforce management enhances efficiency, productivity and engagement and optimises costs without losing focus on the customer.
Firstsource is experienced in the management and optimal use of resource and assigns the right employees with the right skills for 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.
Firstsource has a strong track record in ensuring customer satisfaction while driving efficiencies in customer service operations. The firstWFSuite 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 firstWFSuite 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.
FirstWFSuite devises the workforce management strategy for your contact centre, develops the entire workforce optimization capability, sets up and manages end-to-end Workforce Management practice from your desired location to deliver better service, improve efficiency and contain 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.
to deploy technology, facilities and recruitment with a bespoke telephony solution
of flexible resources provided by Firstsource during peak periods
improvement over client in-house teams for AHT, calls/hour and schedule adherence
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.
reduction in cost-to-serve
cost savings by optimising the call-back process
cost savings by optimising data validation on website
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