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’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.
Our solution led to significant business outcomes: