In an industry where advanced math and financial theory form the cornerstone of analysing risk and cost, data science can undisputedly transform ways of doing business. For instance, traditionally, insurance companies used internal records and claims history as the primary information source for underwriting. With the power of analytics, underwriters can now deduce significant insights from available digital footprints. Better behaviour analysis has given rise to a slew of underwriting tools. The result is a massive growth in underwriting capabilities for any kind of risk thereby leading to better business with an expansion of the consumer base. Our expertise in banking & financial services & healthcare sectors has equipped us to support the Insurance industry as well. Choose from ready-made options or partner with our experts for customised solutions to address specific needs.
The client needed support with customer service issues, where in only 45% of customer service requests were being adequately addressed due to underlying process inefficiencies. The client partnered with Firstsource to identify the root causes and create a strategy for improvement. The Firstsource solution delivered a seamless channel experience and reduced cost to serve.
reduction in cost-to-serve
cost savings by optimising the call-back process
cost savings by optimising data validation on website
The client partnered with Firstsource to support their operations during a critical system cutover project and to provide inbound customer service support. Firstsource successfully identified a range of opportunities and solutions for increasing operational scalability and improving operating procedures, deploying technology, facilities and recruitment in just six weeks.
to deploy technology, facilities and recruitment with a bespoke telephony solution
of flexible resources provided by Firstsource during peak periods
improvement over client in-house teams for AHT, calls/hour and schedule adherence
The client was struggling to address the challenges and inefficiencies of operating across six individual channels for customer servicing and partnered with Firstsource to help refine the customer journey and optimise channel performance. The Firstsource solution delivered reduced costs through contact avoidance, as well as a reduction in call volume.
reduction in voice calls
increase in contact avoidance
annual cost savings
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