Background
Firstsource first partnered with this major UK motor finance firm in June 2023. Having delivered the primary requirement to ramp up collections within just four weeks, the outsourcing relationship has developed to a point where Firstsource now provides an expanded collections solution.
Challenges
- The client was facing recruitment challenges within its internal team and needed urgent support amid a spike in collection call volumes and an existing backlog of cases
- A rapid response was required with very little lead-time. This involved quick and seamless implementation of 20 agents for outbound collections within just four weeks
How We Made It Happen
- Firstsource leveraged a combination of internal placements and external hires to quickly stand-up an experienced seed team
- With transition expertise and an effective governance plan, Firstsource acquired process knowledge and achieved excellent speed to competency
- Firstsource utilised the client’s CRM and telephony system, which had options to transition from outbound to inbound
- Continual improvement based on analytics. Analytics identified an opportunity to improve customer record management – this has delivered a 20% improvement
- The client has changed its approach to training in line with Firstsource’s recommendations (predominantly format and structure). This has helped deliver improved results
Outcomes
- Consistently exceeded customer outcomes target
- Entrusted with inbound call handling two months after starting outbound dialling. This coincided with the expansion of the outsourcing relationship from 20 to 35 agents
