RP Sanjiv Goenka Group

Looking to outsource your contact center and make your customer experience vision a reality?

An effective call center outsourcing solution needs the right balance of humans and technology to drive superior customer and business outcomes.
Our Digitally Empowered Contact Center (DECC) offers a range of inbound and outbound call center services , combined with omnichannel interactions (voice, email, chat, text, social, and white mail) — much more than what traditional call centre outsourcing companies can deliver. With DECC, your outsourced call centre associates are supported with customer service automation solutions to handle call centre services better, faster and more efficiently.

Some of our contact center customers

See our Digitally Empowered Contact Center solution in action

An omnichannel contact center solution with high level of customer service automation.

Our customer servicing outsourcing services

Inbound call centre services

Our inbound call center services in the UK combine the best of what humans and technology have to offer. With automated call centers, we have bots handling easy inbound interactions and transferring complex interactions to our associates

Outbound call centre services

As part of our UK call center services, we offer customer acquisition services. By creating buyer personas, we tailor the acquisition strategy, driving better customer experiences as well as higher conversion rates.

Call centre customer services

Backed by speech and text analytics and customer journey mapping, our UK call centers ensure  personalized experiences.

Helplines

With responsive inbound call centre services — 24/7, 365 days a year — our dedicated associates as part of our call center UK team resolve issues and build lasting relationships.

Collections

Leveraging automation and Artificial Intelligence (AI) our digital contact center imbues agility and efficiency into your operations enhancing CX while improving recoveries

Multilingual contact centre

Highly trained workforce providing call centre services in multiple accent-neutral languages.

Future-proof CX with contact center cloud solutions

Explore endless possibilities with Contact Center as a Service

Tap into associates anywhere in the world with our cloud contact centre services. Our distributed contact centre outsourcing services boost your company’s flexibility by improving access to global talent while enabling lifestyle conducive shifts for employees.
Modern consumers demand the freedom to engage on a channel and at a time of their choice, along with the ability to seamlessly switch channels. Our cloud contact center platform leverages asynchronous channels to enable your customers to drop and pick up conversations at their convenience and nudge them towards low-cost channels such as self-serve, chat or messaging.

Combine the best of what humans and technology have to offer to maximize business impact with contact center automation solutions. Human conversations through call center automation become more efficient and meaningful as bots pick up mundane, repetitive tasks, informing agents and making insightful recommendations. 30% of all customer requests can be handled by chatbots, offering 24/7 support and freeing up associates to handle complex conversations

With all the data in the cloud contact center, it’s easy to gain real-time visibility into everything that matters – customer satisfaction, NPS, SLAs, volumes, channel and automation performance.. Deploy AI-based customer intelligence solutions to synthesize both structured and unstructured data, drive fact-based decision making and elevate customer experience.

Clients we serve globally

We serve clients in Banking and Financial Services, Healthcare, Communications, Media and Technology, and diversified industries

BFSI

Three of the top six UK retail banks, two of the top six UK motor and household insurers and two major asset finance companies.

Healthcare

Seven of the top 15 health plans and healthcare services companies in the US

Fintech

Three fintech digital disruptors.

Utilities

Top-three utility company in the UK.

Telecom & Media

A top-two UK broadcasting and media company, leading MVNO in the UK, and two of the top six US telecoms and broadcasting companies.

Lifesciences

Two clinical research organizations.

Helping our clients stay ahead of the curve

+30s to +60s

improvement in NPS and boost customer satisfaction, loyalty and retention

100%

Improvement in cross-selling performance using advanced analytics

24/7

UK call center support for financially and technically vulnerable customers with work-at-home model

3 key benefits of

outsourcing contact center services to Firstsource

Optimizing CX journeys

Selecting the right CX technologies for your digital contact center and stitching them together across the value chain to ensure they deliver the outcomes that matter to you.

Walk-crawl-run strategy

We listen to your contact centre outsourcing needs, propose and discuss what’s realistically achievable in the next three-to-six months. Deploy a few initiatives, create small successes, enjoy the benefits, and then go on to build bigger things.

Skin in the game

We’ll work with you to zero in on realistic ROI targets, and we’ll stay accountable for the results. We’ll share the risk, putting our skin in the game for our customer service automation solutions.
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    Eddie Monteiro

    Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
    Geetha Krishnan

    Geetha Krishnan

    Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
    Susan Aldridge

    Susan Aldridge

    Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

    Alan Greenberg

    Alan Greenberg

    Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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