In an intensely competitive marketplace products can become commodities and services the true differentiators. Managing and exceeding customer expectations by providing services while reining in costs is a real challenge for companies worldwide.

In a hyper competitive environment, global organizations are striving to:

	Improve customer service quality
	Improve customer retention
	Ensure security of customer data and information
	Manage customer service expectations and costs

Firstsource offers customized and comprehensive customer care solutions to the Banking and Financial Services, Telecommunications and Healthcare industries.

With over 15000 dedicated professionals providing COPC certified in-bound customer care services, Firstsource delivers:

	Reduced cost of providing quality care through effective customer care call center solutions
	Increased customer satisfaction leading to reduced customer churn
	Increased revenues by better understanding and catering to customer needs
	Better customer understanding by implementing regular mystery shopping and quality and by providing dedicated quality analysis

" When I joined Telefonica O2 UK 2 years ago I wanted to really change the nature of the service experience in the UK for Broadband. We selected Firstsource as our strategic partner because they really get the idea that differentiating through service is not only a great customer experience but it’s also sustainable. During 2011 our partnership went from strength to strength, so much so that in Q1 2012 we were an unprecedented 9 points ahead for Broadband Telephone Support CSI and have won awards for best Customer Service from uswitch.com, broadbandchoices.co.uk and Computer Shopper.

I am, as you would imagine, delighted that the partnership works so well and that Firstsource continue to be imaginative, flexible and above all, a great bunch of people to work with. "
Steve Jolly,
Head of Connected World,
Telefonica UK