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.
Whether it is minimizing friction across customer touch points, maximizing collection efforts, increasing products per client or reducing exposure to risk; Analytics has breathed new life into every function of BFS Industry.
Making healthcare affordable and accessible to all sections of society has been an endeavor for all governments and the healthcare sector itself. Analytics has a huge role to play in this quest.
In an industry where advanced math and financial theory form the cornerstone of analyzing risk and cost, Data Science can undisputedly transform ways of doing business.
The Telecom and media industries experience a very high degree of dynamism in terms of every changing technology, growing consumer expectations, redefined offerings and macro-economic conditions. Survival in such a fast paced environment is possible only by understanding the language your data across operations, customer experience, marketing speaks
In an increasingly competitive and dynamic business environment, failure to improve efficiency across functions is tantamount to perishing. Nearly all successful businesses that have stayed ahead of the curve have been early adopters of AI. With time, Implementing AI to retain a competitive edge is now a prerequisite for survival.
The target audience of any campaign is becoming increasingly elusive in today’s evolving market that’s marked by an explosion of communication and communication channels. Successful Campaigns have surmounted this by relying on marketing analytics to know customers better and leverage insights for effective brand building.
In today’s day and age of rapidly growing customer digital foot prints, analyzing this wealth of information is necessary for an improved customer experience.
Take the guess work out of business decisions. Be on top of things with an easily comprehendible panoramic view of all aspects of business operations.
Where change is the only constant and volatility is the new normal, businesses are increasingly relying on risk analytics to power ahead. Continue to focus on core functions, despite operating in an environment fraught with risk.
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
This prestigious designation is granted only to the best and most disruptive BPO companies
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