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RP Sanjiv Goenka Group

Distributed Operating Model for customer service​

Design the customer experience of the future

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Overview

Supporting volatile demand or seasonal peaks in the new normal demands seamless agility and scalability. Our Distributed Operating Model merges an in-contact-center approach with the work-at-home (WAH) model for exceptional customer experience outcomes. It allows you to deploy skilled associates at short notice along with the right technologies and data security standards, ensuring rigorous information security.
  • All technology is designed and configured to meet your security requirements.
  • All data stored is on the cloud and devices locked.
  • WAH employees connect to the server via VPN.
  • Every employee is subjected to a WAH Risk Assessment completed at their place of work.
  • DetailEdTechnical Design Documents are produced prior to technology deployments.

Stay ahead with Firstsource

Recruit better talent across geographies

Ramp up and down easily

Ensure business continuity

Minimize physical footprint and go green

Improve productivity & retention

Boost customer satisfaction and loyalty

UK-based media and broadcasting company boosts associate productivity by 10% with work-at-home model

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How we do it

Remote management of the end-to-end operating cycle

from associate recruitment, training and development to technology deployment, workflow management and scheduling, and monitoring and analysis – across a range of front and back office processes.

Attract, recruit and train people virtually

around the globe, including the UK, the US, India and the Philippines, building tenured, high performing teams aligned to your exacting requirements.

Lifestyle scheduling

for associates, supporting a mix of shift options, including full and part time as well as split shifts.

Our clients​

Banking and insurance​

  • Three of the top six UK retail banks
  • Two of the top six UK motor and household insurers.
  • Two major asset finance companies.
  • Six of the top 10 US credit card issuers .

Telecom and media

  • A top-two broadcasting and media company.
  • A leading MVNO in the UK.
  • Two of the top six US telecom and broadcasting companies.
  • Global provider of telecom equipment and networks.

Utilities

  • A top-three utility company in the UK.

A distributed operating model for customer service

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Explore insights

Moving customer service operations to an at-home model

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Delivering improved revenue recovery for a leading US financial services company

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Managing debt recovery & customer experience for the world’s largest card issuer

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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.