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.
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.
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.