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Testimonials

Telecommunications

Firstsource's expertise in customer management and its focus on CSAT and NPS has helped us increase our customer feedback positively and maintain our position as the number one TV provider. Firstsource has clearly demonstrated a strong cultural affinity with Sky – with their continued commitment to this partnership, combined with an innovative approach, commercial flexibility, and a strong approach to their engagement with us. I look to Firstsource as a strategic partner who act an extension of our business and maintain a positive experience to our customers. They share the same standards of excellence that we operate at internally and have been instrumental in helping us to identify how to strengthen our service delivery through their improvement efforts. The team is highly knowledgeable and eager to partner in any way possible. They continue to provide insights that help us drive efficiencies within our business. It's a true partnership that we count on.

Director of Service Operations, BskyB,

Firstsource's expertise in customer management and insight led us to use their First Customer Intelligence (FCI) service across our online estate over the last 6 months. This service in particular has enabled us in understanding key issues that we need to resolve to ensure we provide the customer service we strive to and to understand lost opportunities from a Sales standpoint. The recommendations from the service has enabled us to improve how we engage with our customers. Firstsource are passionate about their FCI service and eager to support partners in the most productive way possible, which has been demonstrated in Sky’s experience with Firstsource.

Liz Hall, BskyB,
Head of Performance Optimisation

Our strategic partnership with Firstsource has been a key element in the successful launch of many of our core products along with subsequent expansion of other value added services. The staff of Firstsource in Cardiff have managed our sales and upsell opportunities with extreme professionalism and diligence and have displayed immense flexibility in their partnership, which has been the key for Sky in the development and execution of our sales and marketing strategy. Firstsource’s commitment to the partnership and their ongoing performance has driven significant ROI from the partnership. I would highly recommend the services of Firstsource to any firm looking to obtain strong corporate growth through contracted outsourcing services.

Jay Duffy, BskyB,
Director of Sales Operations

Webchat is an essential part of Telefonica’s digital strategy and as our strategic partner, Firstsource has enabled us to roll out webchat to scale, helping us to pilot the concept, prove its viability and then grow webchat as a key customer communication platform. This strategy has given Telefonica a clear edge in reducing call volumes and raising customer satisfaction levels.

Richard Clarke,
Head of Digital Service, Telefonica UK

Firstsource has been integral to [our] success. Their experience of running online contact centres and their willingness to adopt a new and very different way of working for giffgaff meant that we had brilliant service wrap from day one. And their commitment to keep on innovating means we are well placed to continue to improve our member service experience going forward.

Mike Fairman,
CEO, giffgaff

I look to Firstsource as a strategic partner who acts an extension of our company, keeping our service quality experience seamless to our customers. They share the same standards of excellence that we operate under and have been very instrumental helping us to identify how to strengthen our service delivery through their improvement efforts that they derive. The team is knowledgeable and eager to partner in any way possible. They often provide insights that help us drive efficiencies, scale and qualitative outcomes within our business. It's a true partnership that we count on.

Melanie Shook,
VP of Customer Experience, Neustar

We have a strategic partnership with Firstsource which works extremely well. Together we are inventing a new customer communication channel to enhance the customer experience and provide a human face to the web. Firstsource has worked with us to ramp up our live chat services extremely quickly to add real value to the customer experience.

Talking in chat is fantastic because it’s visible on-screen. And one of the things Firstsource has helped us with very proactively is to understand the essence and nature of those interactions: what questions customers are asking us. And that’s unlocked all sorts of things for us, to make process improvements, to make information about our products clearer. All of those things enable us to systematically make things better.

Wendy Schratz,
Director of e Experience, BSkyB

Firstsource have been a superb partner to work with to deliver live chat to Sky customers – they are as passionate about chat as we are and couple this with enthusiasm and drive for results. Visiting their teams on the floor is always an uplifting experience, the agents work so hard to deliver the results we all want and clearly love the work they are doing!

Liz Hall,
Head of Performance Optimisation, BSkyB

We are extremely privileged to have the opportunity of entering in to a partnership with a global BPO player of the caliber of Firstsource..

Dr. Hans Wijaysuriya,
Group CEO, Dialogue Axiata Plc

The partnership will support our extraordinary growth and allow us to focus on our core business of creating innovative products and services for our customers and our partners.

Director - Customer Service and Information Technology, Bharti Airtel

BT Operate have seen true benefit in the first year of partnership with Firstsource. This has been from a smooth transition to quickly delivering above performance in service, whilst also achieving significant efficiency savings in the first 6 months of operation. I look forward to working with Firstsource further as part of the BT Operate journey.

MD Service Delivery, BT Operate

One of the best Transitions in BT for many years.

Managing Director, Lead to Cash, BT Operate

with support from Firstsource, giffgaff has been able to launch a truly innovative mobile service that breaks boundaries in customer service and satisfaction. We have changed the approach to customer service with a radical, low cost, hands-off service model that still delights our customers. Firstsource’s willingness to embrace social media has helped us to be agile and responsive and establish a strong basis for growth.

Robbie Hearn,
Head of Membership Experience, giffgaff

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Whitepaper Testimonial

We have a strategic partnership with Firstsource which works extremely well. Together we are inventing a new customer communication channel to enhance the customer experience and provide a human face to the web...

Wendy Schratz,
Director of e Experience, BSkyB.