Insights

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  • White Paper
  • Legacy Modernisation – a prerequisite for survival and growth

    The biggest benefit modernisation brings to the table is it’s cost effectiveness. With the external threat of digital ready competition
    looming large coupled with challenging alternative business models from other industries, an urgent cost effective solution to legacy
    systems is non-negotiable.

      Additional IndustriesBanking & Financial ServicesConsultingDesign & TransformationDigitisation & AutomationHealthcareInsuranceMortgagesTelecoms & MediaUtilities
  • Case Study
  • Stay ahead with greater revenues: top US credit card provider sees 100% increase in potential collections in top decile

    The client – a leading credit card provider in the US partnered with Firstsource to improve collections from defaulting accounts. The Firstsource solution provides a 100% increase in potential collections from the top decile with an overall 60% potential in the top 50% decile.

      Banking & Financial ServicesCollectionsData Science & Analytics
  • Case Study
  • Stay ahead with optimised operation planning: Firstsource delivers 93% accuracy in customer call forecasts for leading bank

    The client, a leading Indian bank, required a system to deduce reliable head-count guidance for its customer service support call process on a daily basis. The Firstsource solution provided a 93% accuracy in customer service call forecasts thereby leading to fewer employees on bench and a significant improvement in operations-planning for the process.

      Banking & Financial ServicesData Science & Analytics
  • Case Study
  • Stay ahead with cost savings: a top US healthcare insurance provider experiences $100K reduction in costs

    The client, a leading healthcare insurance providers in the US, was looking to optimize their mailroom operations. The large volumes were inhibiting timely and accurate processing of documents resulting in an adverse impact on costs. Firstsource used a combination of innovative techniques, Natural language process, keyword extraction and fuzzy logic matching to develop a solution that integrated within the workflow.

      Data Science & AnalyticsHealthcareInsurance
  • Case Study
  • Stay ahead with reduced cost-to-serve: Firstsource delivers cost savings of $3 million for top UK Bank

    The client, a prominent bank in the UK, provides commercial financing solutions to businesses. The client faced challenges of legacy systems that impacted customer experience and resulted in a high cost of service and exceptions management within their invoice factoring and discounting function. The Firstsource solution reduced cost-to-serve and delivered savings of $ 3 million.

      Banking & Financial ServicesData Science & AnalyticsDesign & TransformationDigitisation & AutomationRobotic Process Automation
  • Case Study
  • Stay ahead with happy customers: UK media giant partners with Firstsource for 90% increase in customer satisfaction

    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
  • Stay ahead efficiently: top US healthcare provider experiences 15% boost in collection recovery

    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
  • Stay ahead with superior customer service: Firstsource delivers 20% reduction in incoming calls for top Irish bank

    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
  • Stay ahead with happy customers: Firstsource delivers 10% increase in patient experience scores for major UK healthcare 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
  • Stay ahead with satisfied customers: US telecom giant partners with Firstsource for improved customer satisfaction and annual cost savings of $140K

    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
  • Stay ahead with profitability: Firstsource delivers 18% reduction in cost-to-serve for a top 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
  • Stay ahead with channel optimisation: top UK bank experiences annual cost savings of $1.5 million

    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
  • Stay ahead with productivity: a top US mortgage experiences surge in agent productivity

    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
  • Stay ahead with growing revenue: Firstsource increases website conversions by 250% for a leading UK 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
  • Stay ahead with delighted customers: top UK mobile operator partners with Firstsource for superior customer experience

    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
  • Stay ahead with efficiency: Firstsource reduces operational turnaround time by 86% for a prominent 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
  • Stay ahead with operational scalability: Firstsource enhances customer journey for leading 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
  • Stay ahead with satisfied customers: Global entertainment player experiences 94% customer satisfaction scores

    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
  • Stay ahead with transformation: UK-based not-for-profit body partners with Firstsource for a 100% reduction in complex claims backlog

    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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