Our Design and Transformation approach starts with understanding clients’ business needs. We understand that for our clients to stay competitive, a digital transformation strategy is imperative. Hence, our solutions are aligned to new age technologies and can be customised according to clients’ requirements.
We work closely with clients to help them deliver business transformation strategies to improve delivery with lower risk and cost, faster results and an enhanced customer experience.
We believe that agile transformation plans are crucial to add value to our clients’ business. Our transformation plans are designed to help reduce transition times and implementation costs while providing the outcomes that transform our clients’ business. We ensure that we are at the forefront of the latest industry trends, using the most effective technology.
Firstsource successfully transitioned the customer management operations for one of the UK’s largest financial service providers to ensure customer experience goals were met at lower costs. The partnership, encompassing 2,600 roles across 2 markets, 4 centres, 23 work streams and multiple lines of business, significantly improved the client’s customer satisfaction (CSAT) scores and generated substantial savings.
Firstsource set up an offshore centre in Manila, Philippines, and helped transfer the client’s US and UK operations with nearly 1,000 employees. Given the scale of operations, it required a centralised framework for change management. With an onshore site in the UK, 650 of the client’s employees were transferred to Firstsource under TUPE guidelines.
A leading telecom operator in the US needed to off-shore its back-office functions to increase focus on its core operations. In addition, the organisation sought to improve its cost efficiency and leverage labour arbitrage through strategic business intervention. Firstsource leveraged its global expertise to manage back-office operations that allowed employees to focus on their core competencies.
Firstsource created standard operating procedures for over 400 work types across functions, such as email CS, executive resolution group, billing and credit issues. Firstsource also created a business continuity strategy and built domain expertise in the back-office environment for the organisation.
Standardised procedures reduced the cost-to-serve and provided speed, scale, and flexibility in expanding operations. The solution gave the organisation adequate support to drive superior customer engagement, while ensuring cost efficiency. As a result of improved customer service delivered through this partnership, the client received the prestigious JD Power Award.
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