Firstsource’s proprietary tool, i-Leverage, creates a 360 degree view of all customer interactions across every channel. This provides real-time information on your customer’s history and transactions, resulting in a quicker response time for customer queries and interim responses.
The integrated web-based solution records and retains customer interactions in a central database and presents customer specific information as and when needed. As a web-based solution, it allows remote access from anywhere by customers, customer service associates, and client users. This makes it more accessible for the users and transparent for the clients’, while enabling end-to-end customer interaction tracking.
A new product launch by the client created an unpredictable level of demand for support by customers signing up, which had to be handled quickly and efficiently. The Firstsource solution, which included webchat, successfully delivered measurable improvements to the client's NPS results.
average NPS score delivered against a +35 target
increase in website conversions through webchat
average UK colleague engagement, an exceptional score
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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