What We Do

Maximising Revenue
Case Studies
 
 
 
"Firstsource work tirelessly to build and invest in a strategic relationship that is based on a sound understanding of our business and objectives. I am always impressed by the strong customer focus and responsiveness of their management and the teams that support us."

Robert Fletcher

Secured Lending Operations Director, Lloyds Banking Group

Sales through service to increase revenue

As well as delivering great customer experiences, we also help clients by identifying areas where they can increase revenues from their customer base.

Using our technology and analytics tools, our experienced experts deliver up-sell and cross-sell opportunities for clients to target customers.

Our approach is very different from telesales type services and ensures the right customer is targeted with the right products, based on their profile and behaviour. This is complemented by ensuring that the right sales agent is matched with the contact.  For some of our clients, this approach has delivered a 35% increase in revenue per customer.

Our analytics tools also helps identify customers who are likely to leave and enable us to proactively target them with offers at the right time.

Maximising collections revenue

Managing collections can be a time-consuming, costly and resource intensive process for businesses.

However, the efficient and effective management of collections is crucial for delivering a positive customer experience. Done right, collections management can even enhance your brand’s reputation.

As a global top 20 collections service provider, we partner with leading global financial institutions, healthcare providers, and universities, who rely on us because of our commitment to service excellence and compliance.

Our mission is to maximise financial recovery output and deliver great customer experience.

Our scalable, flexible delivery model offers clients a customised combination of on-shore and off-shore staffing models to adapt to their requirements.

Leading UK Pay-TV provider

Web chat sales generate additional revenues of over £10m for UK Pay-TV provider

For the UK's largest Pay-TV provider, Firstsource helped build a multi-channel strategy and an e-service platform by deploying a customised web chat solution. Web chat enhanced the customer experience by empowering the customers to self-serve on a communication channel of their choice. Further, proactive chat pop-ups and chat buttons were placed at strategic locations across the client's website, serving chat invitations based on intelligent business rules.

The web chat solution provided by Firstsource had a direct impact on improving the Customer Satisfaction (CSAT) to 87% and Net Promoter Scores (NPS) to 48%. In addition, fewer repeat calls were received from customers, clearly indicating better First Contact Resolution (FCR), faster and accurate resolution levels, resulting in enhanced customer satisfaction. Additionally, Customer Interaction Analytics provided consumer insights that were useful to improve the customer experience.

Our tools

Robotic Process Automation

Increase productivity, accuracy and compliance to unlock business value
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firstCustomer Intelligence

Customer insight through analytics to improve customer experience and increase revenues
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Commercial Finance Outsourcing

Using robotic process automation to transform your back office operations
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Analytics

Implementing actionable insights to deliver business value
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firstChat

Improving customer experience and reducing cost-to-serve through webchat
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Isthimus/
iLeverage

Creating a single view of customer interactions across all channels
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