Not every business wants to fully outsource their customer contact functions, however many recognise the benefits that access to customer experience expertise, people, technology, and insight can bring. Firstsource’s insourced model offers the very best of what we do, but within your own contact centre environment. This leaves you free to focus on your core business activity, while we focus on delivering great customer experience for your customers.
Our model is built around a customisable framework that is flexible to the changing needs of your business. At the simplest level, we take responsibility for resourcing your customer engagement and contact function, with the flexibility to scale up and down at short notice.
Our full insourced offering provides much more, including defining the operating model and underwriting outcomes. We pride ourselves on becoming a genuine strategic partner, bringing insight and technology onsite to deliver tailored end-to-end customer solutions using risk and reward.
We commit to delivering results against a set of agreed KPIs, in your own environment, working closely with your in-house team. Our objective is to deliver significant improvements in customer experience to your business – bolstering customer satisfaction and retention, while reducing costs.
What’s more, we embed our expertise in your business. By upskilling your own people, we help you build in-house capabilities for the long term.
Ulster Bank needed a flexible partner with customer service expertise to provide inbound telephony services for customers and support operations. Firstsource’s experience in customer management, its pool of skilled advisers and a local presence in Belfast proved to be the ideal solution.
overall cost reduction
reduction of incoming calls
Firstsource staff working seamlessly on client site
Firstsource have partnered with a leading savings and investment company to provide a creative resource solution to ensure the correct level of highly skilled employees are available at key points throughout the year to deliver against their customer peaks. Supporting the client over the whole end to end pensions and investment process, covering key elements such as Money In, Servicing and Money Out, our employees are currently supporting 29 different LOB’s to ensure the highest possible customer experience is maintained.
With innovation in the industry driving changes in customer experience, changes in operating models were required to meet change in demands. The client required a seasonal resource model which fluctuates from a monthly requirement 140 FTE down to 40 FTE then back to 140 FTE. Firstsource designed and implemented a model which uses a mixture of short, mid and long term employee contracts alongside operational flex to meet this demand.
This prestigious designation is granted only to the best and most disruptive BPO companies
We believe in long term partnerships - over half of our clients have been with us for 7 years or longer
We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology