Stay ahead with superior customer service: Firstsource delivers 20% reduction in incoming calls for top Irish bank

£1 million
overall cost reduction
20%
reduction of incoming calls
100+
Firstsource staff working seamlessly on client site
Stay ahead with superior customer service: Firstsource delivers 20% reduction in incoming calls for top Irish bank
Case study

Business challenge

Ulster Bank is one of the big four Irish banks.

They needed a flexible partner with customer service expertise to provide inbound telephony services for customers and support operations. They also wanted the outsourced staff to be located onsite to consolidate the customer service team, data and security under one roof.

Firstsource solution

Firstsource’s experience in customer management, its pool of skilled advisers and a local presence in Belfast proved to be the ideal solution. Over 100 experienced customer service advisers and team leaders work seamlessly onsite, alongside Ulster Bank staff to provide an ‘insourced’ solution.

Firstsource shared best practices in resource planning, quality assurance, process excellence and customer interaction analytics with Ulster Bank and the partnership between developed into a unified team for 24×7 customer service operations.

Business impact

Our solution led to significant business outcomes:

£1 million
overall cost reduction
20%
reduction of incoming calls
100+
Firstsource staff working seamlessly on client site

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Firstsource is a leading provider of customised Business Process Management (BPM) services. We specialise in helping clients stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

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