Customer Management

Customer management at Firstsource is driven by analytics, to uncover actionable insights that can increase revenue, reduce cost and deliver the right customer experience.

Customer Management

As the digitisation of services continues to accelerate, customer preferences globally have changed dramatically. Digital channels such as web, mobile and social are increasingly the preferred channels of choice for consumers. Getting it right in this new world requires a seamless approach to connect your customer journeys across telephone, web, mobile and social – customer experience has now become a compelling differentiator. The challenges of this new landscape include unpredictable transaction volumes, the need to reduce costs and the availability of a true multi-channel service.

The rise of digital in customer management

While traditional contact channels such as telephone are far from dead, the continued proliferation of new digital channels and rising customer expectations means that brands must evolve or risk falling behind. Today’s customers want to be able to interact with brands using a single ‘channel’ – their smart phone or tablet, making concepts like ‘multichannel’ and ‘Channel shift’ increasingly irrelevant. Consumers can access every channel 24/7 through a single device, yet many brands continue to force their customers to interact on their terms.

Channels seldom operate in isolation and seamless escalation paths between channels mean that queries can be resolved quickly with minimal extra effort from the customer – think of an email or social media conversation moving to telephony – all with the same agent.

Stay Ahead

Firstsource offers intelligent, transformational services across the customer lifecycle

Firstsource has a proven track record of helping brands achieve digital advantage and designing contact strategies that maximise the benefits of each channel, reducing customer effort and increasing ease of use.

Our people are experts in delivering smart digital engagement, supported by superior analytics and intelligent insights, over a variety of channels including web chat, mobile and social networks. We help brands make the most of their biggest asset – their customers – by developing creative solutions that include the management and growth of online communities as a customer contact channel.

"Firstsource has been integral to our success. Their experience of running online contact centres and their willingness to adopt a new and very different way of working for giffgaff meant that we had brilliant service wrap from day one.

And their commitment to keep on innovating means we are well placed to continue to improve our member service experience going forward."
Mike Fairman
Chief Executive Officer, giffgaff
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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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Related Pages

Customer Experience Management

Our customer experience management solutions are backed by a comprehensive customer experience strategy, smart multi channel digital engagements and superior analytics & customer insights.

Customer Interaction Management

We deliver enhanced customer experience and satisfaction through multi-channel customer interaction management, encompassing web, mobile, voice and social.

Customer Journey Mapping

Comprehensive customer journey mapping helps identify all the customer touch points and provide actionable insights to deliver an enhanced experience.