While incremental change delivers incremental benefit, business transformation delivers long term sustainable value. Firstsource believes in transforming business operations through the simplicity of process, agility of your people and also realising a lower cost to serve. By combining our deep domain operational expertise with our suite of enabling tools and technologies, we drive excellence and efficiency and enhance stakeholder value.
While it can be tempting for companies to ignore back office operations, instead choosing to focus on direct growth and customer acquisition, this can lead to inefficient processes, higher costs, lower productivity and poor customer experience.
Firstsource provides transformational solutions to clients who want to drive efficiency, improve customer experience and reduce costs. This enables them to focus on their core competencies, instead of transactional processing. We transform clients’ back office operations to improve efficiency, productivity, reduce costs and deliver better customer experience.
We leverage our operational excellence in back office process automation, process engineering, technology and analytics to deliver transformational change to clients delivering:
The client, a prominent bank in the UK, provides commercial financing solutions to businesses. The client faced challenges of legacy systems that impacted customer experience and resulted in a high cost of service and exceptions management within their invoice factoring and discounting function. The Firstsource solution reduced cost-to-serve and delivered savings of $ 3 million.
of total business process volumes automated within 32 weeks, with 100% accuracy
RPA penetration was achieved across 33% of the processes in scope
One of America’s leading self-insured, not-for-profit associations providing health and dental plans to federal employees and their families needed additional resources to facilitate business growth.
They needed to increase resources in both customer service and claims adjudication immediately. After assessing the situation, we committed to hiring additional customer service resources and claims examiners to support the client’s business requirements. Partnering with the client’s teams, Firstsource deployed an effective project plan and delivered fully trained resources within 90 days.
We enabled enhanced First Call Resolution (FCR) through highly skilled and dedicated customer service agents. Firstsource also improved the turn-around-time and inventory management with highly skilled claims examiners who are experienced in managing complex claims and adjustments.
Firstsource delivered 98% in claims accuracy SLA for the client in addition to 85% of all calls answered within 30 seconds.
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
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