Firstsource works with clients across a number of industry sectors, including travel, publishing, retail, automotive, and more.
Each industry comes with its own distinct challenges, from the seasonal volume peaks of the travel and retail sectors, to the world’s largest multi-national company dedicated to the recruitment and running of clinical trials and delivering a multi-channel patient experience.
Our innovative, collaborative approach enables us to adapt our customer experience management processes to deliver transformational solutions that improve the customer lifecycle and back office capabilities – whatever the industry sector or business challenge.
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
Firstsource is responsible for handling Trouble Call Management (TCM) for one of India’s leading power generation companies, catering for nearly three million consumers. Firstsource handles the process of managing the inbound surge of calls in the event of a power outage and manages the outbound provision of that same information to field crews and customers. The contact centre provides inbound support for service assurance and outbound support for awareness.
Firstsource developed a set of FAQs and SOPs with response guidelines for the customer service agents. Specific training around sentiment management was delivered on how to handle panic calls made by customers in power outage situations or reporting accidents and damages caused by heavy rains or flood situations.
Firstsource successfully managed the inbound and outbound campaign for the client and currently handles more than 730,000 voice interactions per year. Best-in-class training methodologies, efficient multi-skilling of agents and a robust Trouble Call Management practice have reduced the Average Handling Time (AHT) to 100 seconds from 170.
As a result the Customer Satisfaction (CSAT) scores have gone up significantly.
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We believe in long term partnerships - over half of our clients have been with us for 7 years or longer
We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology