• Industries

    BFS

    Featured Content

    Collections of the future – A study by Everest Group

    Unlock value with technology shifts in digital collections
    Download whitepaper

    BFS

    Featured Content

  • Services
  • Insights

    Resource Type

    Explore Insights

    Featured Content 

  • Careers

    Careers Home 

  • About

    About Us 

RP Sanjiv Goenka Group

Distributed Operating Model

Distributed Operating Model for customer service​

Design the customer experience of the future

Watch video Talk to an expert

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 performance with work-at-home model

View Case Study

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

Download ebook

Explore insights

Moving customer service operations to an at-home model

View infographics

Delivering improved revenue recovery for a leading US financial services company

View infographics

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

View infographics

Talk to us

This form is for business enquiries. Click here for job applications and for employee reference checks.

Firstsource Solutions

Let’s get started

Contact Us

Industries

Services

Insights

Careers

About Us

Linkedin
Facebook-f
Twitter
Instagram
Youtube
Vimeo
©Firstsource 2022
This form will put you in touch with our business development team. For all other functions, please click here.
Ready to get in touch and grow your business?
Tell us a little more so we can connect you with the right person
Last step! Let us know which solutions you're most interested in
Connect with us
For patients inquiring about Eligibility and Enrollment Services available through their hospital or health system — Please complete the form below, and a Patient Advocate will contact you shortly.

    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.

    Download Now

    Simply fill out this form to download