Helping clients meet evolving customer demands
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
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
>Social media interactions
>Vulnerable customer support
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.
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 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.