The client is a leading entertainment company headquartered in the UK with revenues in excess of 13 billion pounds. With a workforce of over 31,000 employees, it caters to approx. 23 million customers across Ireland, Germany, Austria, Italy, Switzerland and Spain – in addition to the UK.
The client saw an opportunity to improve sales performance. Given that…
The client partnered with Firstsource to identify the gaps and improve conversion.
Firstsource deployed First Customer Intelligence (FCI), a proprietary customer analytics solution designed to deliver actionable insights from customer interactions. FCI analysed 100,000 agent-customer interactions to identify gaps in the process. In addition, the Firstsource team analysed the competition, channel performance, as well as the key touch points in the customer journey. Taking this holistic approach to customer analytics helped the team identify the following issues:
Based on the ?ndings, the Firstsource team implemented the following solution to address the gaps:
The Firstsource solution helped improve agent performance leading to:
To learn more about how Firstsource’s customer analytics solution
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