With customers demanding greater personal attention, it is evident that companies need to invest more in channels to enhance customer-centric services across their operations. However, when agility is the name of the game, companies prefer to focus on their core competence – introducing new products and services in the market – leaving customer relationship management to specialists.

As a specialist, Firstsource has demonstrated success in delivering innovative and value added business process management services across the customer lifecycle. The company offers a comprehensive suite of customer relationship management services through a combination of deep domain knowledge, strategic alliances and internal competencies backed by the right technology.

" 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