How call centre services can make your CX vision a reality
An effective call centre service needs the right balance of humans and technology to deliver your priority business goals.
With 11,000 customer service associates supporting UK clients, and using cutting-edge call centre technology, we at Firstsource are ideally placed to transform your CX vision into a reality.
Call centre services capabilities
We offer a broad range of services (listed below) across voice, chat, messaging, email and social media. All supported by CX design experts, agent-assist tools, automation and customer analytics.
Our customer service outsourcing services are delivered from our sites in Derby, Cardiff, Middlesbrough, Birmingham, Belfast and Derry, or offshore locations in India and the Philippines. We support in-centre, hybrid, and fully-remote working models.
Customer acquisition and onboarding
- Inbound sales and lead management
- Outbound sales
- Know Your Customer (KYC)
- Mortgage application processing
- New insurance policy processing
- Clinical trial enrolment
- Merchant onboarding
Customer support and in-life management
- Customer service and tech support
- Cross-selling and upselling
- Complaints handling & remediation
- Social community management
- Fraud management
- Merchant servicing
Save and Retention
- Renewals
- Customer win-back
- Digital collections
Back-office processing
- Insurance policy admin
- Mortgage processing
- Commercial and asset finance operations
Call centre services underpinned by expertise is key to superior CX results
We believe that deep industry knowledge is crucial when it comes to providing call centre excellence.
What sets Firstsource apart from other call centre service companies is our proven track record of delivering best-in-class CX outcomes for blue-chip organisations operating in BFSI, Telecoms & Media, Utilities, and other industries.
Telecoms & media
- Two telecoms and media companies
- Three multimedia news outlets
- Internet TV streaming company
- One MVNO
BFSI
- Three UK retail banks
- Three UK insurers
- Two asset finance companies
Fintech
- Three BNPL providers
- Three fintech lenders
- One crypto exchange
Utilities
- Three electricity and gas suppliers
Life sciences
- Two clinical research organisations
At giffgaff our members are free to stay or go so it’s key that we deliver great experiences every time. Firstsource has for years provided agents who buy into our culture and way of working to give quality help when needed. With a flexible and knowledgeable team, many of whom work from home, they consistently deliver industry-leading performance that any brand would be proud of.
ASHLEY SCHOFIELD
CEO
giffgaff
Adi Heesom, Director of Operations at internet TV streaming company Now, describes their partnership with Firstsource
Some recent award wins
2022 European Customer Experience Awards
Customers at the Heart of Everything
2022 European Customer Experience Awards
Best Customer Service
2022 European Customer Experience Awards
Customer Driven Business Change and Transformation
2022 UK Complaints Handling Awards
Financial Services
2022 Global Sourcing Association UK Awards
Financial Services Project of the Year
2022 UK National Contact Centre Awards
Most Effective Distributed Workforce
Let’s get started
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Share business inquiries below. Looking for something else?
Check out job applications and for employee reference checks.