NPS Predictor

Firstsource’s NPS Predictor Model enables organisations to make smarter predictions about their customers by using advanced speech analytics and helps improve Net Promoter Score.

Firstsource’s NPS Predictor Model enables organisations to make smarter predictions about their customers by using advanced speech analytics to identify the customers that could be the biggest detractors to their business. By using these insights, organisations can ensure that they are targeting the right customers with the right messages, and increasing loyalty as a result.

Firstsource creates usable insights by analysing and sorting customer interactions to make smart predictions about who your customers are and the contact they will best respond to. Once identified, customers are put through a prioritisation process to help us assess how easily they might convert for your brand. Customers are then assigned to a case management team that takes responsibility for high quality, targeted engagements.

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Make smarter predictions about your customers using the NPS Predictor Model

The NPS Predictor is a game changer as it leverages speech analytics on unstructured customer interactions to identify the biggest detractors to the business. These unstructured customer interactions contain invaluable insights which otherwise are ignored.

NPS predictor enables organisations to analyse large samples (as high as 100%) for detractor detection and analysis. This is an exceptionally high improvement on traditional customer feedback survey mechanisms which generally have response rates of 10% to 15% at the maximum. This model enables our clients to take a proactive approach to improve customer experience and loyalty.

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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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Related Pages

Customer Experience Management

Our customer experience management solutions are backed by a comprehensive customer experience strategy, smart multi channel digital engagements and superior analytics & customer insights.


FCI is our proprietary customer intelligence solution, designed to deliver actionable insights from customer interactions, enabling a better customer experience.


Firstsource offers robust omnichannel customer management solution across industries, through FCI - our proprietary omnichannel engagement platform.

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