Firstsource reduces operational turnaround time by 86% for a prominent UK car insurer

Background

The client is one of the leading insurance service providers in the automobile direct insurance sector, insuring over 4 million customers and employing more than 7,000 people across the UK, Spain, Germany, Italy and the US.

The partnership with Firstsource started in 2001, with the offshore delivery of sales processes and 15 FTEs in India. In 2003, the partnership was expanded to include customer services operations,   and the relationship has grown from strength-to-strength over two decades. Today, Firstsource’s team of over 350 employees manage 50% of the total contact volumes of the client‘s customer services operations.

Business challenge

To stay ahead in a competitive market, the client needed to improve their operational scalability, customer service and productivity. Specific goals included:

  • Increase capacity in their end-to-end customer management and back-office processing operations
  • Improve operational scalability to support their growth plans
  • Provide outstanding customer service and high CSAT scores
  • Increase productivity and reduce costs
  • Conduct independent audits on service delivery quality and compliance.

Firstsource solution

Working with the client, Firstsource identified opportunities and solutions to help meet their business goals including:

  • Delivering a scalable operating model to support their business growth
  • Providing increased capacity to process 50% of their call volumes, with capacity increasing to 80% on weekends
  • Introducing more efficient practices, along with analytics and digital services to improve profitability
  • Initiating projects to improve CSAT and reduce write-offs
  • Creating an empowered workforce with a comprehensive training program and knowledge management solution
  • Implementing a right-shoring delivery model for end-to-end process delivery
  • Deploying a team of skilled associates to handle escalations
“We have enjoyed a successful partnership with Firstsource over many years, and they have worked hard to support the growth of our business and regularly review the value they can add.”
– Customer Service Director

Firstsource delivered measurable business benefits to the client, specifically around customer experience, cross-sales and cost reduction.

Business impact

  • Consistent SMS CSAT score of 9/10 for associate performance
  • 30% reduction in cost per call through improved workforce management
  • Reduced cross-training and cross-utilization of associates for inbound emails and voice calls, creating operational flexibility and scalability
  • Eliminated the need for cyclical redundancies by scaling offshore capacity up/down – in line with seasonal business trends

86%

Reduction in operational turnaround time


50%

Improvement in customer experience, measured via customer satisfaction scores


22%

Increase in cross-sales of ancillary products

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