Managed Workforce Services

Our managed workforce services for contact centres could range from a simple resourcing engagement to a complete strategic partnership on end to end customer engagement and contact function to deliver on pre-agreed KPIs.

Managed Services / Insourced Contact Centres

Not every business wants to fully outsource their customer contact functions, however many recognise the benefits that access to customer experience expertise, people, technology, and insight can bring. Firstsource’s insourced model offers the very best of what we do, but within your own contact centre environment. This leaves you free to focus on your core business activity, while we focus on delivering great customer experience for your customers.

Putting our people, knowledge and expertise into your business to deliver results

Our model is built around a customisable framework that is flexible to the changing needs of your business. At the simplest level, we take responsibility for resourcing your customer engagement and contact function, with the flexibility to scale up and down at short notice.

Our full insourced offering provides much more, including defining the operating model and underwriting outcomes. We pride ourselves on becoming a genuine strategic partner, bringing insight and technology onsite to deliver tailored end-to-end customer solutions using risk and reward.

When Staffing Your Contact Centre Feels like 'Groundhog Day'

These 5 Best Practices can get you out of the time loop

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Our people and expertise embedded in your business

Reduce on-boarding time by 50%

Finding good employees is difficult and expensive, even with the help of a recruitment agency. We find you better employees, faster, and at a fraction of the on-boarding cost.

Scale up or down at short notice

By tapping into our extensive recruitment resources, you can quickly adjust the size of your team to match planned or sudden changes in your business requirements.

Seamlessly integrate with your team

Get all the benefits of outsourcing while retaining your people, control and culture. Everything operates seamlessly out of your offices with no technology link required.

Grow your NPS score

Firstsource are the UK's customer experience experts, and we'll bring our unique expertise to your business, making your customers more satisfied on every platform.

Insourcing for UK's Leading Brand


Insourced Advisors and Team Leaders across the UK


Service level performance backed by guarantee

3 weeks

Average time to recruit, screen and on-board 12 employees

Stay Ahead

With managed workforce services, we embed our expertise in your business

We commit to delivering results against a set of agreed KPIs, in your own environment, working closely with your in-house team. Our objective is to deliver significant improvements in customer experience to your business – bolstering customer satisfaction and retention, while reducing costs.

What’s more, we embed our expertise in your business. By upskilling your own people, we help you build in-house capabilities for the long term.

"Firstsource’s ability to recruit and on-board 140 experienced, high quality staff to support us at our busiest time of the year, and their ability to deliver value adding services and solutions gives us confidence that they are a valuable business partner."
Stella Leitch
Head of Business Plan Delivery, Standard Life

Why Firstsource?

"Leader" in the IAOP Outsourcing 100 List for 2017

This prestigious designation is granted only to the best and most disruptive BPO companies

Trusted by FTSE 100 & Fortune 500 companies

We believe in long term partnerships - over half of our clients have been with us for 7 years or longer

18,000+ people in 38 global delivery centers

We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology

Related Pages

People, Process and Efficiency

We ensure that our people are aligned and focused on our client’s outcomes and continuously refining and improving processes. The result is more efficient operations, as well as improved customer journeys.


Stay ahead with our business process consulting services that deliver cost optimisation, revenue growth and increased customer satisfaction.

Cost Optimisation

Stay ahead with our range of proprietary solutions that delivers cost optimisation and reduced cost to serve, while enhancing customer experience and improving CSAT.

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