To enable growth, customer-focused organisations need to understand the importance of data that flows in and out through their systems. Analytics can help harness this data, driving change in internal operations and marketing efforts, and enhancing corporate strategies.
Firstsource’s analytics solutions eliminate bias, replacing them with data driven customer insights to gain a clear advantage, while learning from experience, using the data to predict future behaviour of customers to facilitate better decisions.
By identifying the issues and then implementing the solutions, you can be assured of increased revenues, better customer loyalty, greater operational efficiency and enhanced regulatory compliance.
Analytics can play a critical role in:
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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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