Insights

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  • Case Study
  • Cost savings of 25% for a leading UK bank through transformational solution framework

    The client faced challenges related to cost savings, legacy systems and technology, and looked for a partner who could help them overcome these challenges, primarily in their commercial finance business unit. Firstsource successfully delivered a transformational solution framework that helped the client reduce costs, customer complaints and improve NPS.

      Banking & Financial ServicesData Science & AnalyticsDesign & TransformationDigitisation & AutomationRobotic Process Automation
  • Case Study
  • Increased NPS scores from -23 to +16 for a leading UK media company

    The client’s main objective was to find a resolution to low NPS scores as quickly as possible and deliver effective customer service in a friendly and helpful manner. Firstsource undertook an operational assessment of the raw NPS data, then analysed and created an action plan that delivered increased NPS scores and customer satisfaction.

      Customer ManagementPeople, Process & EfficiencyTelecoms & Media
  • Brochure
  • Transform your back office operations using automation, workflow and analytics

    For any organisation, running invoice finance operations efficiently is vital. However, this often involves expensive legacy technologies and complex process re-engineering that diverts attention away from core business. We have the knowledge, automation, analytics and workflow tools and technology to help transform your commercial finance operational performance.

      Additional IndustriesBanking & Financial ServicesHealthcareInsuranceInvoice FinanceMortgagesTelecoms & MediaUtilities
  • Case Study
  • Increased collections recovery rate by 15% for a leading US healthcare provider

    Our client is an acute care health system serving Southwest Ohio, serving 2,000 beds in 5 acute care hospitals. Firstsource introduced a proprietary scoring and segmentation system, optimised customer touchpoints and trained a specialised team in order to help ease financial pressure on the client, while maintaining a high level of patient satisfaction.

      CollectionsDesign & TransformationHealthcare
  • Case Study
  • Delivered savings of £1m for a “big four” Irish bank through call analytics

    Ulster Bank needed a flexible partner with customer service expertise to provide inbound telephony services for customers and support operations. Firstsource’s experience in customer management, its pool of skilled advisers and a local presence in Belfast proved to be the ideal solution.

      Banking & Financial ServicesData Science & AnalyticsPeople, Process & Efficiency
  • Brochure
  • How to grow your business through advanced customer analytics

    To support growth, customer-focused organisations must understand the importance of data that flows in and out of their systems at every touch point and interaction. Analytics can help harness this data, driving improvements in internal operations and through marketing insight, enhancing business growth.

      Additional IndustriesBanking & Financial ServicesData Science & AnalyticsHealthcareInsuranceMortgagesTelecoms & MediaUtilities
  • Brochure
  • Maximise revenues by using analytics to target customers at the right time

    Optimising costs is important, but successful companies are now focusing on strategies to drive market growth and wallet share. Firstsource has developed a suite of practical tools and methodologies to help clients identify and act on these opportunities and help increase revenue from existing customers.

      Additional IndustriesBanking & Financial ServicesDesign & TransformationHealthcareInsuranceMortgagesTelecoms & MediaUtilities
  • Case Study
  • Significantly improved patient experience for a leading UK medical organisation

    The client approached Firstsource to help understand the reasons why patients were contacting them and for help to improve customer service. The Firstsource solution helped the client improve customer experience, reduce cost to serve and increase appointment rates for patients.

      Data Science & AnalyticsDesign & TransformationHealthcare
  • Case Study
  • Analysed 70,000 chats to refine customer journey for a US telecoms provider

    The client approached Firstsource to help understand the factors impacting their customer satisfaction levels. The Firstsource analytics solution delivered reduced costs, improved customer self-serve and effort.

      ConsultingData Science & AnalyticsTelecoms & Media
  • Case Study
  • Optimised channels and reduced cost-to-serve by 18% for a UK bank

    The client needed support with customer service issues, where in only 45% of customer service requests were being adequately addressed due to underlying process inefficiencies. The client partnered with Firstsource to identify the root causes and create a strategy for improvement. The Firstsource solution delivered a seamless channel experience and reduced cost to serve.

      Banking & Financial ServicesConsultingData Science & Analytics
  • Case Study
  • Optimised channels and delivered annual cost savings of $1.5 million for a UK bank

    The client was struggling to address the challenges and inefficiencies of operating across six individual channels for customer servicing and partnered with Firstsource to help refine the customer journey and optimise channel performance. The Firstsource solution delivered reduced costs through contact avoidance, as well as a reduction in call volume.

      Banking & Financial ServicesData Science & AnalyticsPeople, Process & Efficiency
  • Case Study
  • Reduced costs by $2 million annually for a top US mortgage provider through RPA

    The client partnered with Firstsource in order to create a strategy for the automation of high volume, low complexity processes, while reducing costs. Firstsource's solution achieved significant cost savings, increased productivity and improved data accuracy.

      Digitisation & AutomationMortgagesRobotic Process Automation
  • Brochure
  • Achieve a sustainable competitive advantage through outstanding customer experience

    Brands cannot afford to provide ‘average’ customer service and must constantly improve and refine their strategies to keep pace with customer expectations and technology advancements. At Firstsource, we are passionate about creating differentiated customer experiences and enhancing customer loyalty, regardless of the choice of channel.

      Additional IndustriesBanking & Financial ServicesCustomer ManagementHealthcareInsuranceMortgagesTelecoms & MediaUtilities
  • Brochure
  • How to harness the power of technology to drive business transformation

    We leverage technologies such as analytics, robotic process automation and digital transformation tools to help clients achieve measurable business outcomes. Using process re-engineering and automation-driven technology helps create more cost-efficient, streamlined, compliant and simplified processes.

      Additional IndustriesBanking & Financial ServicesConsultingDigitisation & AutomationHealthcareInsuranceMortgagesRobotic Process AutomationTelecoms & MediaUtilities
  • Case Study
  • Increased sales conversions to 7.9% for a leading UK-based communications player

    A new product launch by the client created an unpredictable level of demand for support by customers signing up, which had to be handled quickly and efficiently. The Firstsource solution, which included webchat, successfully delivered measurable improvements to the client's NPS results.

      Customer ManagementPeople, Process & EfficiencyTelecoms & Media
  • Case Study
  • Delivered exceptional customer experience for a leading UK-based mobile operator

    The client originally partnered with Firstsource in 2009 with the objective of creating an exceptional customer experience that focused on reducing contacts, engaging members and providing fast resolution. Firstsource worked with the client to deliver a remarkable improvement in customer experience and journey for the customer base.

      ConsultingCustomer ManagementData Science & AnalyticsTelecoms & Media
  • Case Study
  • Enhanced CX and increased cross-sales for a UK car insurer

    To stay ahead in a competitive market, the client needed to improve their operational scalability, customer service and productivity, with specific goals around delivering increased capacity in customer management and back office processing operations. Firstsource worked closely with the client to help achieve improved customer experience, increased cross-sales and reduced costs.

      ConsultingCustomer ManagementInsurancePeople, Process & Efficiency
  • Case Study
  • Deployed flexible resource solution & enhanced customer journey for a UK transatlantic airline

    The client partnered with Firstsource to support their operations during a critical system cutover project and to provide inbound customer service support. Firstsource successfully identified a range of opportunities and solutions for increasing operational scalability and improving operating procedures, deploying technology, facilities and recruitment in just six weeks.

      Additional IndustriesConsultingCustomer ManagementDesign & TransformationPeople, Process & Efficiency
  • Case Study
  • Delivered 94% customer satisfaction scores for a leading global entertainment brand

    Having established a strategy to create and launch a new content app in the UK and Europe, the client required a partner to provide a complete customer service offering. Firstsource successfully delivered the programme that helped the client improve customer satisfaction, email response times and first call resolution.

      ConsultingCustomer ManagementPeople, Process & EfficiencyTelecoms & Media
  • Case Study
  • Transformed operations in record time for a UK deposit insurance scheme

    One of the key challenges faced by the client was to process consumers’ complex claim applications and they approached Firstsource to help overhaul their claims processes. Firstsource identified a number of opportunities and solutions around improving training and operational infrastructure, while identifying value-add activities that delivered a reduced claims turnaround time and lower cost to serve.

      Design & TransformationDigitisation & AutomationInsurancePeople, Process & Efficiency
  • Brochure
  • Innovative ways ways to manage collections & financial recovery

    We manage over $4 billion annually in accounts charged-off debt for our customers. We undertake this responsibility with a unique operations delivery model that builds upon our culture of treating customers fairly and finding solutions that meet the highest industry standard.

      Additional IndustriesBanking & Financial ServicesCollectionsHealthcareInsuranceMortgages
  • Brochure
  • How to boost your NPS score by making smarter predictions about your customers

    Our NPS Predictor model uses advanced speech analytics to identify the customers that could be the biggest detractors to your business. By using these insights, you can ensure that your organisation is targeting the right customers with the right messages, leading to increased customer loyalty.

      Additional IndustriesBanking & Financial ServicesCustomer ManagementHealthcareInsuranceMortgagesTelecoms & MediaUtilities
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