Integrated Customer Contact Management (ICCM)

Firstsource’s Integrated Customer Contact Management (ICCM) framework deploys a set of technology and analytics tools to reduce contact centre costs through optimisation, elimination, deflection and the automation of customer interactions across channels.

Reduce your costs with our ICCM Framework

Firstsource’s Integrated Customer Contact Management (ICCM) framework deploys a set of technology and analytics tools to reduce contact centre costs through optimisation, elimination, deflection and the automation of interactions across channels. This unique framework offers proven and tangible ways of reducing your contact centre costs with easy-to-execute tactics, ranging from implementing intelligent action boards and live screen sharing to knowledge-sharing tools.

Firstsource can also effectively manage the deflection and elimination of contact through automation processes, intelligent analytics and First Chat – our customised web-assistance service.

  • Root cause problem solving: We begin by undertaking initial benchmarking to capture our clients’ core pain points, operational issues and the voice of their customers/RCA. These insights help improve operational performance and guide us towards refining measurements, metrics and service levels
  • IVR redesign: We re-design IVR to help increase self-serve and give customers clear, simple and easy-to-use layouts
  • Contact avoidance: We use speech analytics to identify the top call drivers that are due to broken processes. Based on this, we identify which processes need improving to eliminate these calls.
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Benefits delivered via the ICCM framework

  • Optimisation of service strategy across channels
  • Precise management of customer interactions
  • Cost savings through the optimisation of channels of customer interaction and by driving customer traffic in line with the intended use of each available channel.

Why Firstsource?

"Leader" in the IAOP Outsourcing 100 List for 2017

This prestigious designation is granted only to the best and most disruptive BPO companies

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

18,000+ people in 38 global delivery centers

We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology

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Related Pages

FirstChat

FirstChat integrates a web chat solution with expert customer service advisors to bring a human touch to the customer experience and improve customer satisfaction in a cost-effective way.

Digitisation and Automation

We work with clients to identify opportunities for automation and digitisation of business processes, and design strategies that aid in end-to-end implementation and measurable outcomes.

FirstResolve

FirstResolve is our proprietary customer complaint management solution. FirstResolve delivers claims handling methodology that includes a portfolio of claims management services covering the complete range of consumer claims.

Automate 40% of your legacy processes
And reduce your costs by 25%. Find out how we delivered these results for one of the UK's leading banks
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