RP Sanjiv Goenka Group


An Agile Approach

Embracing the unknown with account servicing agility

Lenders servicing CBILS and BBLS accounts will need to adapt to the unknown. Strategically re-evaluating contact approaches will be as important as adjusting tactics across channels, times, comms styles and scaling operations to meet customer needs. Firstsource is an outsourcing partner with years of experience. The success stories below exemplify services and solutions we’ve delivered to help our clients stay nimble.

An agile solution

Reacting fast to meet varied servicing demands

The Challenge

A challenger retail bank was expecting a very rapid surge in call volumes across a range of services. To meet this demand the client asked Firstsource to quickly

roll out support covering

  • Telephone banking
  • Business banking
  • Fraud detection
  • Social media interactions
  • Vulnerable customer support

The Solution

Firstsource managed the complex operation across five sites with a joint client project team. To meet the predicted surge, we scaled customer support by recruiting 300 additional colleagues in a matter of weeks.

As the magnitude of the surge became clear and Firstsource gained insights into the types of incoming enquiries, we recruited and trained further 450 colleagues in coming months.

The Outcome

Firstsource helped the client meet demanding timelines, recruiting and on-boarding of 750-strong customer services team in as little as 12 weeks. We scaled up operations while maintaining full standards for vetting and training, resulting in:

  • 20% reduction in average handling time
  • Consistent Customer Satisfaction performance with a 97% CSAT score even at high call volumes
  • Consistent over 95% Quality Audit performance across all lines of business

A flexible strategy

Improving engagement by aligning customer experience to brand values

Customer experience should embody an organisation’s brand values. For lenders, balancing relationships and collections, empathy and assertiveness, services and costs lies in staying true to the brand. The below example illustrates how we’ve helped a global client drive growth by aligning services to the brand promise.

The Challenge

This media and global magazine brand had ambitious goals to grow its subscriber base, yet high attrition was making this impossible. They approached Firstsource for help to improve retention and drive new subscriptions.

The Solution

Firstsource conducted an advisory project with the client’s leadership team. We identified that the client’s brand was not reflected in customer services which were very transactional. The speedy interactions missed opportunities to build relationships through personal customer service.

Firstsource created a customer experience strategy embodying client’s brand promise, vision, mission and customer needs. We defined six customer personas, each with a personalised support strategy and aided their rollout with a set of operational principles and day to day practices.

The Outcome

Firstsource helped to create a structured approach for aligning the client’s brand promise to customer support models. Armed with this new approach the client can go forward knowing how to navigate the shifting-sands of changing customer needs while keeping true to the company essence.

Sign up to learn more

Firstsource is turning years of customer servicing experience into insights to help lenders’ meet their account handling challenges. To be the first to get these and to stay up-to date on our latest thinking sign up here.

Next steps

To learn more about how we can help customers in Financial Services visit our Banking and Financial services page. Or see how tech solutions such as automation can improve customer experience and support collections.
For more insights on servicing CBILS and BBLS accounts : Explore the Coronavirus Lenders Hub

If you are interested to learn more about our end-to-end customer management solutions don’t hesitate to get in touch.

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    Eddie Monteiro

    Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
    Geetha Krishnan

    Geetha Krishnan

    Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
    Susan Aldridge

    Susan Aldridge

    Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

    Alan Greenberg

    Alan Greenberg

    Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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