In a world built on connection, it’s the invisible details that make the difference.
Competition for communications customers is fierce. At Firstsource, we help you keep your customers by putting connections first: combining services, in-store and digital interactions and FAQs into a frictionless journey that keeps customers engaged from support to service, advising and upselling:
- Anticipating your customers needs and wants before they ask
- Creating interconnected journeys across platforms and channels
- Powering personalized engagement
- Solving problems with empathy
It’s CX made personal, efficient and available right where your customers need you.
Adrian Heeshom, Director of Operations talks about how Firstsource’s text and speech analytics helped to hone in on customer expectations for their streaming platform.
Offerings that are so integrated, smooth and continuous, you’ll wow your customers at every moment.
Sales through service
We helped a tri-play provider generate €40m incremental revenue by handling their customer service enquiries differently. It’s partly people and process, but new AI-driven agent-assist tools can further double performance. These technologies take inputs such as customer product history, reason for calling, recent CSAT, and emotions on the call to guide agents on when and how to propose add-ons, upgrades or new product categories. Machine learning continually optimises the sales conversations.
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Tier 1 and Tier 2 agent productivity
Automation and AI can speed up the repetitive tasks in a contact centre and adjacent back-office activities. For one client, we automated the interactions between Tier 1 and Tier 2 agents, freeing up both while saving the client $4m a year. We know there are many tasks that can be automated quickly in any customer service operations, delivering payback within three to six months.
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Reduced truck rolls
Unnecessary or unproductive truck rolls cost money, increase carbon footprint and annoy customers. When businesses face tough targets for costs, ESG and CSAT, tackling truck rolls is low-hanging fruit. AI-driven agent assist tools, video calls and being able to receive customer videos through WhatsApp offer new opportunities to improve the triage process, identify spare part needs, and fix the problem first time. A 25-40% improvement is possible.
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New labour arbitrage options for CX
For many European languages, there are plenty of nearshore customer service locations, but few farshore. Realtime translation of webchat or asynchronous messaging changes all this. So one contact centre of English-speaking agents in Mumbai can serve customers interacting in any of 24 different European languages. This is a gamechanger for companies looking for cost savings or struggling to recruit and retain people at their existing locations. Farshore is 40% cheaper than onshore, and NPS will go up.
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A new customer-retention playbook
A customer calls in to cancel, you make them an offer to stay. Standard practice. But, do you adjust your offers based on all available information: customer consumption patterns, purchase history, recent CSAT? Do you monitor save rate by customer segment, and then adjust offers and deploy – all in real time? Are you continually experimenting, learning and optimising using AI? It’s a totally new playbook.
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Ready-to-Deploy CX Operations
For telecoms start-ups and fast-growing altnet providers, setting up customer service operations and making them fit for purpose and ready to scale can eat up huge amounts of management time. We can help companies rapidly implement proven CX processes for onboarding, service, and retention, enabling quick scalability to meet dynamic market needs.
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