Workforce Management Solutions

Our workforce management solution enables enterprises to employ an effective workforce optimisation practice that works across delivery models and supports optimisation in a multi-channel environment.

Workforce Management is increasingly embracing talent management

We believe that investment in people is a key source of innovation, growth, competitive advantage and future leadership. Well-executed workforce management enhances efficiency, productivity and engagement and optimises costs without losing focus on the customer.

Firstsource is experienced in the management and optimal use of resource and assigns the right employees with the right skills for the right job at the right time. As an operations tool, workforce management monitors agent performance and customer response, while enabling forward-looking organisations to manage resources, forecast and plan staffing across channels.


Firstsource has a strong track record in ensuring customer satisfaction?while driving efficiencies in customer service operations. The firstWFSuite is among Firstsource’s latest offerings and enhances resource management while achieving operational savings in contact centres.

Driven by the twin objectives of customer satisfaction and efficiency, the firstWFSuite enables enterprises to employ a workforce optimisation practice that effectively utilises their most crucial resource: people. The service aligns with all outsourcing delivery models including onshore, offshore, work at home and supports optimisation in a multi-channel environment, including voice, web, chat, email, back-office and social media.

FirstWFSuite devises the workforce management strategy for your contact centre, develops the entire workforce optimization capability, sets up and manages end-to-end Workforce Management practice from your desired location to deliver better service, improve efficiency and contain costs.

Workforce management solution

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Advantages of firstWFSuite

  • Improves predictability of operations
  • A one-stop shop for all WFO requirements
  • Expertise in all leading industry tools and platforms
  • Supports WFO in a multi-channel environment, including voice, chat, email, and social media
  • Supports all delivery models including outsourced operations, shared services, work-at-home model, captive centres, full-time/part-time models
  • Customised and flexible approach that can be offered as point solution or package offering
  • Scalable model that can manage causative events such as new product/service launch or business-as-usual process
  • Programme management.

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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