Data Science and Analytics

We use our analytics solutions, our expertise and operational knowledge to uncover actionable insights, identifying opportunities for improvement and driving measurable results for clients.

Analytics solutions that drive business growth and improve customer experience

To enable growth, customer-focused organisations need to understand the importance of data that flows through their systems. Analytics can help harness this data, driving change in internal operations and marketing efforts – enhancing corporate strategies while improving customer experience.

Analytics also eliminates biases, and replaces them with data and insights ensuring objectivity. It delivers customer insights based on experience, and can give an indication of future customer behaviour to enable better decisions – whether for the end-customers, vendors and associates, business units within an organisation or the entire organisation.

How we help clients uncover actionable insights that help drive transformation

At Firstsource, we use our analytics solutions, our expertise and extensive operational knowledge to uncover actionable insights, identifying opportunities for improvement and assisting in their delivery – driving positive, measurable results for your business.

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We provide a complete integrated solution, from data capture through enrichment and analysis to insight.

Our analytics solutions work across four distinct stages: understanding what has happened, working through why it happened, predicting the result, and what should be changed. Unlike software vendors, our operational experience means that clients trust us to implement the solution that will deliver the best outcomes for their business.

  • Descriptive – Business Intelligence, delivered quickly, available anywhere
  • Diagnostic – Comprehensive analysis that finds and solves business problems, at scale
  • Predictive – Modelling customer behaviour to support business decisions and drive improvement
  • Prescriptive – Transformational use of AI to deliver better business outcomes

Read more on our Business Analytics Services & capabilities

"The insights from Firstsource’s analytics team were enormously valuable. Firstsource really got to the root of what was causing customer complaints, improved the accuracy and helped us in fixing them. The results on our core metrics speak for themselves where NPS, FTR and Save Rate have improved significantly month on month. It was joint teamwork with great collaboration between both businesses – outstanding work all round."
Adi Heesom
Director of Operations, Now TV
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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

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Analytics & Insights Old

Stay ahead with business analytics services that leverage deep data science capabilities to deliver actionable insights, resulting in positive business outcomes.

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