Delivered savings of £1m for a “big four” Irish bank through call analytics

£1 million
overall cost reduction
20%
reduction of incoming calls
100+
Firstsource staff working seamlessly on client site
Delivered savings of £1m for a “big four” Irish bank through call analytics

 
 
Delivered savings of £1m for a “big four” Irish bank through call analytics
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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