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RP Sanjiv Goenka Group

Digitally Empowered Contact Center

End to end customer and merchant life cycle support

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Whether you are looking to delight your customers or seeking to become the marketplace of choice for merchants, we bring together the technology, tools and people to maximize value.

Looking to make your customer experience vision a reality?

Put our next-gen Digitally Empowered Contact Center (DECC) to work. It combines the best of what humans and technology have to offer to deliver the moments that matter across the Customer and Merchant Lifecycle – acquisition, onboarding, engagement and retention.
How do we do this? Our approach is based on four foundational pillars of customer experience: creating anywhere, anytime access to a flexible workforce, enabling channel freedom for customers and merchants, harmonizing humans and technology, and leveraging real time dashboards and insights.
Customer lifecycle
Backed by speech and text analytics and customer journey mapping, our customer lifecycle management services create personalized omnichannel experiences for improved acquisition, retention and brand reputation.
First, we thoroughly understand your brand and products. Next, we create customer personas that allow us to tailor the acquisition strategy by persona, driving a better customer experience as well as a higher conversion rate.
Merchant lifecycle
Create a differentiated offering and enhance merchant experience and retention with our comprehensive, data-driven solution spanning the end-to-end merchant lifecycle.
We scan the market and use an automated screening process to attract high quality merchants that are the best fit for your platform. We then reach out to these merchants and showcase the benefits of doing business on your platform.

See how we bring it all together

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Firstsource a Leader in Contact Center - Customer Experience Services

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Smart customer experience powered by Intelligent Automation

Intelligent Everything 
People & Technology

Human conversations become more efficient and meaningful with bots picking up mundane, repetitive tasks. 30% of all customer requests can be handled by chatbots, offering 24/7 support and freeing up associates to handle complex conversations.

Our cloud based contact center leverages next-gen technologies such as Robotic Process Automation (RPA) and Artificial Intelligence (AI) to inform and empower associates. It creates a Unified Omnichannel Desktop and displays Next Best Actions, helping them deliver tailor-made customer experiences that build long-term relationships.

Digitally Empowered Contact Center for Healthcare

Impress and delight your members with personalized and contextual services on a channel of their choice using our next-gen Digitally Empowered Contact Center solution. It combines the best of what humans and technology have to offer to deliver the moments that matter across the member lifecycle – eligibility, onboarding, engagement and retention.

Explore our Digitally Empowered Contact Center

Digitally Empowered Contact Center

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"The team at Firstsource have consistently been approachable, dedicated and knowledgeable in customer service delivery and the contact centre infrastructure. The personal relationship between both organisations has been the recipe for success. A good outsourcer will forge solid relationships with their clients, which Firstsource certainly did. For this reason, we would have no hesitation in calling upon the support of Firstsource, should we need to in the future."
Head of Customer Contact CentresGlobal Transatlantic Airline Brand
"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 FairmanChief Executive Officer, giffgaff
"As experts in our member experience, with the analytics capability to help us monitor, moderate and improve their journeys, Firstsource were the perfect choice for giffgaff to partner with. By working with Firstsource to develop our contact response system, we have been recognised as best in class at the uSwitch Awards. We’re looking forward to continuing to work with Firstsource in the future to deliver the best member experience possible."
Adele ShawHead of Member Services, giffgaff
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Stay ahead with Firstsource

UK Complaint Handling Awards 2018 - 2020

Consistently won the prestigious UK Complaint Handling awards for 3-years in a row.

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

24,000+ People in 39 global delivery centers

We deliver 24/7 customer support aided by Digitally-Empowered Contact Center, Intelligent Back Office and Platforms, Automation and Analytics

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Eddie Monteiro

Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
Geetha Krishnan

Geetha Krishnan

Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
Susan Aldridge

Susan Aldridge

Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

Alan Greenberg

Alan Greenberg

Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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