Reducing operational costs is a strategic priority for most businesses and often the main reason for considering outsourcing. Traditionally, outsourcing partners have focused on this driver alone, neglecting the equally important need to provide ever-increasing levels of customer service to clients.
Today’s customers demand new rules of engagement. Firstsource uses a range of proprietary and distinctive solutions to digitize operations, reduce calls and design the right service strategy. This not only results in a reduced cost to serve, but most importantly, an enhanced customer experience, which helps improve revenues.
We strive to determine the best solution for each client’s individual needs. For example, our ‘in-sourcing’ solution commits to delivering results against agreed KPI’s, in a client’s own environment, working closely with their in-house teams.
Our solution is proven to deliver significant improvements in customer experience across the board, improving customer satisfaction and retention, while reducing costs. Our approach is to embed our expertise in your business. By up-skilling your own people, we help you build in-house capabilities for the long term.
The client was struggling to address the challenges and inefficiencies of operating across six individual channels for customer servicing and partnered with Firstsource to help refine the customer journey and optimise channel performance. The Firstsource solution delivered reduced costs through contact avoidance, as well as a reduction in call volume.
reduction in voice calls
increase in contact avoidance
annual cost savings
The client partnered with Firstsource in order to create a strategy for the automation of high volume, low complexity processes, while reducing costs. Firstsource's solution achieved significant cost savings, increased productivity and improved data accuracy.
improvement in agent productivity
cost savings per year
ROI achieved on Firstsource's solution
The client, a prominent bank in the UK, provides commercial financing solutions to businesses. The client faced challenges of legacy systems that impacted customer experience and resulted in a high cost of service and exceptions management within their invoice factoring and discounting function. The Firstsource solution reduced cost-to-serve and delivered savings of $ 3 million.
of total business process volumes automated within 32 weeks, with 100% accuracy
RPA penetration was achieved across 33% of the processes in scope
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