Cost Optimisation

Stay ahead with our range of proprietary solutions that delivers cost optimisation and reduced cost to serve, while enhancing customer experience and improving CSAT.

Reducing costs while improving customer experience

Reducing operational costs is a strategic priority for most businesses and often the main reason for considering outsourcing. Traditionally, outsourcing partners have focused on this driver alone, neglecting the equally important need to provide ever-increasing levels of customer service to clients.

Today’s customers demand new rules of engagement. Firstsource uses a range of proprietary and distinctive solutions to digitize operations, reduce calls and design the right service strategy. This not only results in a reduced cost to serve, but most importantly, an enhanced customer experience, which helps improve revenues.

Stay Ahead

Putting our people, knowledge and expertise into your business to deliver results

We strive to determine the best solution for each client’s individual needs. For example, our ‘in-sourcing’ solution commits to delivering results against agreed KPI’s, in a client’s own environment, working closely with their in-house teams.

Our solution is proven to deliver significant improvements in customer experience across the board, improving customer satisfaction and retention, while reducing costs. Our approach is to embed our expertise in your business. By up-skilling your own people, we help you build in-house capabilities for the long term.

 

"Firstsource’s customer management expertise and process excellence skills have added significant value to our business, including reduced cost and improved customer satisfaction"
Brian Allen
Former Head of Direct Banking, Ulster Bank

Why Firstsource?

"Leader" in the IAOP Outsourcing 100 List for 2017

This prestigious designation is granted only to the best and most disruptive BPO companies

Trusted by FTSE 100 & Fortune 500 companies

We believe in long term partnerships - over half of our clients have been with us for 7 years or longer

18,000+ people in 38 global delivery centers

We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology

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