The rapid digitalisation of services and changes in consumer behaviour mean that getting it right in this new world requires a seamless approach to connect customer journeys across telephone, web, mobile and social.
At Firstsource, we are passionate about creating notable experiences and developing customer loyalty by taking pride in what we do, regardless of the choice of channel.
With smart digital engagement backed by superior analytics and customer insights, we are not only equipped to meet the challenges that a multi-channel approach brings, but also help clients grow their business.
That doesn’t happen by accident. Improving customer experience is at the heart of everything we do.
In our ‘CX Lab’ we help our clients win and retain more customers. We find that having a one size fits all approach really doesn’t work as every business is unique and has its own vision and needs.
Net Promoter Score (NPS) is a key measurement when gauging the temperature of your customer’s experience. We, however, believe that to really drive success for our clients there is more to consider than just this. What about customer churn, propensity to buy from you again and responsiveness?
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 approached Firstsource to help understand the reasons why patients were contacting them and for help to improve customer service. The Firstsource solution helped the client improve customer experience, reduce cost to serve and increase appointment rates for patients.
increase in contact deflection
increase in appointments via system optimisation
increase in patient experience scores
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
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