Firstsource’s Integrated Customer Contact Management (ICCM) framework deploys a set of technology and analytics tools to reduce contact centre costs through optimisation, elimination, deflection and the automation of interactions across channels. This unique framework offers proven and tangible ways of reducing your contact centre costs with easy-to-execute tactics, ranging from implementing intelligent action boards and live screen sharing to knowledge-sharing tools.
Firstsource can also effectively manage the deflection and elimination of contact through automation processes, intelligent analytics and First Chat – our customised web-assistance service.
Ulster Bank needed a flexible partner with customer service expertise to provide inbound telephony services for customers and support operations. Firstsource’s experience in customer management, its pool of skilled advisers and a local presence in Belfast proved to be the ideal solution.
overall cost reduction
reduction of incoming calls
Firstsource staff working seamlessly on client site
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