RP Sanjiv Goenka Group

Communications​

Life, uninterrupted

A truly connected telco CX, from service to advising, upselling to problem solving.

In a world built on connection, it’s the invisible details that make the difference.

Competition for communications customers is fierce. At Firstsource, we help you keep your customers by putting connections first: combining services, in-store and digital interactions and FAQs into a frictionless journey that keeps customers engaged from support to service, advising and upselling:

  • Anticipating your customers needs and wants before they ask
  • Creating interconnected journeys across platforms and channels
  • Powering personalized engagement
  • Solving problems with empathy

It’s CX made personal, efficient and available right where your customers need you.

Adrian Heeshom, Director of Operations talks about how Firstsource’s text and speech analytics helped to hone in on customer expectations for their streaming platform.

Offerings that are so integrated, smooth and continuous, you’ll wow your customers at every moment.

Sales through service

We helped a tri-play provider generate €40m incremental revenue by handling their customer service enquiries differently. It’s partly people and process, but new AI-driven agent-assist tools can further double performance. These technologies take inputs such as customer product history, reason for calling, recent CSAT, and emotions on the call to guide agents on when and how to propose add-ons, upgrades or new product categories. Machine learning continually optimises the sales conversations.

Tier 1 and Tier 2 agent productivity

Automation and AI can speed up the repetitive tasks in a contact centre and adjacent back-office activities. For one client, we automated the interactions between Tier 1 and Tier 2 agents, freeing up both while saving the client $4m a year. We know there are many tasks that can be automated quickly in any customer service operations, delivering payback within three to six months.

Reduced truck rolls

Unnecessary or unproductive truck rolls cost money, increase carbon footprint and annoy customers. When businesses face tough targets for costs, ESG and CSAT, tackling truck rolls is low-hanging fruit. AI-driven agent assist tools, video calls and being able to receive customer videos through WhatsApp offer new opportunities to improve the triage process, identify spare part needs, and fix the problem first time. A 25-40% improvement is possible.

New labour arbitrage options for CX

For many European languages, there are plenty of nearshore customer service locations, but few farshore. Realtime translation of webchat or asynchronous messaging changes all this. So one contact centre of English-speaking agents in Mumbai can serve customers interacting in any of 24 different European languages. This is a gamechanger for companies looking for cost savings or struggling to recruit and retain people at their existing locations. Farshore is 40% cheaper than onshore, and NPS will go up.

A new customer-retention playbook

A customer calls in to cancel, you make them an offer to stay. Standard practice. But, do you adjust your offers based on all available information: customer consumption patterns, purchase history, recent CSAT? Do you monitor save rate by customer segment, and then adjust offers and deploy – all in real time? Are you continually experimenting, learning and optimising using AI? It’s a totally new playbook.

Ready-to-Deploy CX Operations

For telecoms start-ups and fast-growing altnet providers, setting up customer service operations and making them fit for purpose and ready to scale can eat up huge amounts of management time. We can help companies rapidly implement proven CX processes for onboarding, service, and retention, enabling quick scalability to meet dynamic market needs.

Outcomes Delivered

US telecom and media company saves $4M annually by supporting contact center associates with digital assistants

Broadband provider shows complex voice support can be handled offshore

Turning customer service from a cost center into a value center yields $106M P&L impact

Firstsource appoints Akash Pugalia as President, Global Trust & Safety Practice

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Eddie Monteiro

Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
Geetha Krishnan

Geetha Krishnan

Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
Susan Aldridge

Susan Aldridge

Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

Alan Greenberg

Alan Greenberg

Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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