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.
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.
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.
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
Having established a strategy to create and launch a new content app in the UK and Europe, the client required a partner to provide a complete customer service offering. Firstsource successfully delivered the programme that helped the client improve customer satisfaction, email response times and first call resolution.
of calls answered within 10 seconds
achievement of first call resolution
of webchat messages replied to within 30 seconds
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%
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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