FirstCustomerIntelligence (FCI) tool derives actionable insights from customer interactions. The focus is on in-depth and near real-time analysis of customer inputs – sentiment, emotions and behaviour across multiple communication and feedback channels.
FCI uses speech and text analytics to capture interactions (calls, web chat, email, self serve) and customer feedback across different channels (social media, CSAT surveys and reports). Powered by Firstsource’s Customer Insight Framework, FCI recognises customer sentiment, emotions and behaviour across multiple communications channels at an early stage in the interaction.
FCI uses call and text analytics to identify avenues for productivity and NPS improvements, inculcating empathy during the voice conversations, identification of action words and key customer drivers for productivity and efficacy improvement of agents.
A new product launch by the client created an unpredictable level of demand for support by customers signing up, which had to be handled quickly and efficiently. The Firstsource solution, which included webchat, successfully delivered measurable improvements to the client's NPS results.
average NPS score delivered against a +35 target
increase in website conversions through webchat
average UK colleague engagement, an exceptional score
To stay ahead in a competitive market, the client needed to improve their operational scalability, customer service and productivity, with specific goals around delivering increased capacity in customer management and back office processing operations. Firstsource worked closely with the client to help achieve improved customer experience, increased cross-sales and reduced costs.
increase in cross-sales of ancillary products
improvement in customer experience, measured via customer satisfaction scores
reduction in operational turnaround time
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