Sorry, you need to enable JavaScript to visit this website.
Skip to main content

Distributed Operating Model for customer service​

Design the customer experience of the future

Services
DECC
Distributed Operating Model

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

View Case Study

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.

How we do it

01 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.
02 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.
03 Lifestyle scheduling
 
for associates, supporting a mix of shift options, including full and part time as well as split shifts.

A distributed operating model for customer service

Download ebook

Explore insights