Good customer service is essential for brand loyalty, therefore handling complaints effectively is vitally important for organisations in all industry sectors. Statistics show that 79% of consumers would be unlikely to shop with a brand again if a complaint they made was treated badly. This means that proactive management of complaining customers is key to preserving customer relationships.
Firstsource is experienced in managing complaints and remediation for clients across a variety of sectors, helping re-design processes to try and resolve customer complaints quickly and effectively. By identifying the root cause analysis of customers’ issues through analytics, we are able to reduce the volume of complaints and often enable self-service resolutions for our clients’ customers.
We believe in creating a motivated and empowered team who are skilled at understanding customer emotions and communication styles, ensuring personalised interactions and delivering excellent customer service.
FirstResolve is our proprietary customer complaint management solution. FirstResolve delivers claims handling methodology that includes a portfolio of claims management services covering the complete range of consumer claims.
With consumers becoming increasingly aware of their power to make significant claims for alleged misselling of financial products, the financial services community is struggling to keep pace with the volume of increased work. To support financial services in this challenging landscape, Firstsource has developed FirstResolve – an end-to-end complaints management solution. FirstResolve delivers a claims handling methodology that includes a portfolio of claims management services covering the complete range of consumer claims.
Our dedicated centre of excellence in Middlesbrough, UK, is the hub for FirstResolve. Firstsource has expertise in reactive and proactive claims handling, and our experienced complaints handlers can review established processes to identify areas for improvement and drive efficiencies in complaints management. As part of the FirstResolve complaints management suite, we also provide past business reviews and compliance audits as well as general and product-specific complaints handling.
The client’s main objective was to find a resolution to low NPS scores as quickly as possible and deliver effective customer service in a friendly and helpful manner. Firstsource undertook an operational assessment of the raw NPS data, then analysed and created an action plan that delivered increased NPS scores and customer satisfaction.
increase in NPS score over 4 months
increase in "Friendly Service" rating in the first month
customer satisfaction, up from circa 75%
The client was struggling to address the challenges and inefficiencies of operating across six individual channels for customer servicing and partnered with Firstsource to help refine the customer journey and optimise channel performance. The Firstsource solution delivered reduced costs through contact avoidance, as well as a reduction in call volume.
reduction in voice calls
increase in contact avoidance
annual cost savings
The client originally partnered with Firstsource in 2009 with the objective of creating an exceptional customer experience that focused on reducing contacts, engaging members and providing fast resolution. Firstsource worked with the client to deliver a remarkable improvement in customer experience and journey for the customer base.
invested in physical infrastructure to accommodate the growing team
surveys conducted to identify key trigger points in customer journey
to design and deploy a solution that delivers meaningful results
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We believe in long term partnerships - over half of our clients have been with us for 7 years or longer
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