From chat to self-service and contact avoidance to chatbots and AI, there are a myriad of ways to improve the digital experience for customers. Customers want more powerful digital self-service options, and that helps businesses too.
Customer insight is at the heart of continual improvement. Analytics helps make digital service more seamless, and improve the effectiveness of cross-selling and retention activities.
Outsourcing part of your customer service operations, or bringing on board a second outsourcing supplier allows you to benchmark performance. Each operation can compare itself, and everyone gets some competition.
Best practices in recruitment, training, forecasting and scheduling and workforce management will make your operations more efficient and reduce costs. Some businesses also move simpler, more transactional activities offshore.
Any business is likely to experience surges, peaks and drops in call volume and customer contact. When you outsource your customer service to Firstsource, we take responsibility to manage capacity and meet your SLAs, irrespective of call volume.
When you outsource, we commit to delivering results against a set of agreed KPIs. We work towards delivering continuous improvements in customer experience – bolstering customer satisfaction and retention while reducing costs.
Tailored outsourcing solutions for large organisations
Firstsource specialises in integrated digital customer management solutions. We offer customer analytics, omnichannel platforms, self-service options, automation, business transformation and customer management. In short, everything a business needs to deliver a seamless digital customer experience.
Customer Support, Sales, On-boarding, Collections and more
Inbound or outbound sales, technical support, fulfilment, on-boarding, complaints handling and remediation – whatever your needs, we have the end-to-end customer management experience and services.
Omnichannel, 24/7, Right-Shore
Customers expect service in the channel of their choice, be that voice, chat, email, text, WhatsApp, Facebook Messenger or other social media. We offer these 24/7 from centres in the UK, US, India and Philippines.
Analytics and Automation
We use speech, text and customer interaction analytics to map customer journeys and identify points of friction. We use this to eliminate bottlenecks, automate workflows, make self-serve options more powerful. We offer predictive analytics to make individually relevant product and service recommendations – in real time. Robotic Process Automation (RPA) makes agents more efficient, and speeds up underlying processes.