UK media giant elevates customer satisfaction by 90% in partnership with Firstsource

Collections of the future – A study by Everest Group

Unlock value with technology shifts in digital collections

Business challenge

Our relationship with the client began in December 2014 and has been an exceptionally positive one with strong collaboration between both sides.

In March 2015, the client publicly announced its plan to launch an entertainment streaming app, allowing consumers to purchase digital copies of legacy content to store and view on smart devices. Given the fluctuating market trends, the entertainment streaming app received low NPS scores and sub-scores. NPS (Net Promoter Score) is calculated by asking customers how likely they are to recommend a service to a friend and if the advisor they interacted with was friendly, helpful and professional.

The scores were predominantly low in February/March 2015.

The client was looking for a partner who could help provide a holistic and empathetic customer service offering for the UK market and quickly improve its low NPS scores.

Firstsource solution

Undertook an operational assessment of the raw NPS data, followed by in-depth analysis and development of an action plan. The results showed that the client’s main focus was on the speed of response rather than the quality of response and resolution, leading to low NPS scores.
Re-vamped the ‘culture’ within the team through a concerted effort to introduce team briefings, training, feedback and coaching sessions.
Created a new quality monitoring framework by collaborating with associates and service excellence team leaders. This framework focused on customer service and sought to address the deficiencies observed in the NPS data. The associates quickly adapted to the new framework as they were closely involved in its production.

“The team at Firstsource were very passionate about increasing NPS scores. Their work in implementing a new quality structure was highly effective and resulted in significant improvements. We were very happy with their focus, innovation and implementation in this area.”
– Head of e-Commerce, Customer Experience & Business Operations

The implementation of the new quality framework combined with our innovative approach in involving key stakeholders delivered measurable results.