To enable growth, customer-focused organisations need to understand the importance of data that flows through their systems. Analytics can help harness this data, driving change in internal operations and marketing efforts – enhancing corporate strategies while improving customer experience.
Analytics also eliminates biases, and replaces them with data and insights ensuring objectivity. It delivers customer insights based on experience, and can give an indication of future customer behaviour to enable better decisions – whether for the end-customers, vendors and associates, business units within an organisation or the entire organisation.
At Firstsource, we use our analytics solutions, our expertise and extensive operational knowledge to uncover actionable insights, identifying opportunities for improvement and assisting in their delivery – driving positive, measurable results for your business.
Our analytics solutions work across four distinct stages: understanding what has happened, working through why it happened, predicting the result, and what should be changed. Unlike software vendors, our operational experience means that clients trust us to implement the solution that will deliver the best outcomes for their business.
The client partnered with Firstsource to support their operations during a critical system cutover project and to provide inbound customer service support. Firstsource successfully identified a range of opportunities and solutions for increasing operational scalability and improving operating procedures, deploying technology, facilities and recruitment in just six weeks.
to deploy technology, facilities and recruitment with a bespoke telephony solution
of flexible resources provided by Firstsource during peak periods
improvement over client in-house teams for AHT, calls/hour and schedule adherence
The client approached Firstsource to help understand the factors impacting their customer satisfaction levels. The Firstsource analytics solution delivered reduced costs, improved customer self-serve and effort.
cost savings annually
contact avoidance opportunity
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