Reacting fast to meet varied servicing demands
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.
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:
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.
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.
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.
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.
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.
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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