Sorry, you need to enable JavaScript to visit this website.
Skip to main content

How contact centre outsourcing makes your CX vision a reality

An effective contact centre outsourcing service needs the right balance of humans and technology to deliver your priority business goals. With 11,000 contact centre associates supporting UK clients, and using cutting-edge contact centre technology, we at Firstsource are ideally placed to transform your CX vision into a reality.

Contact centre outsourcing 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 contact centre 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.

  • Inbound sales and lead management
  • Outbound sales
  • Know Your Customer (KYC)
  • Mortgage application processing
  • New insurance policy processing
  • Clinical trial enrolment
  • Merchant onboarding
  • Customer service and tech support
  • Cross-selling and upselling
  • Complaints handling & remediation
  • Social community management
  • Fraud management
  • Merchant servicing
  • Renewals
  • Customer win-back
  • Digital collections
  • Insurance policy admin
  • Mortgage processing
  • Commercial and asset finance operations

Contact centre outsourcing underpinned by expertise is key to superior CX results

We believe that deep industry knowledge is crucial when it comes to providing contact centre outsourcing excellence.

What sets Firstsource apart from other contact centre outsourcing 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

Download our Telecoms & Media credentials
BFSI

  • Three UK retail banks
  • Three UK insurers
  • Two asset finance companies

Download our BFSI credentials
Fintech

  • Three BNPL providers
  • Three fintech lenders
  • One crypto exchange

Download our Fintech credentials
Utilities

  • Three electricity and gas suppliers

Download our Utilities credentials
Life sciences

  • Two clinical research organisations

Download our life sciences credentials

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.

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

Adi Heesom, Director of Operations at internet TV streaming company Now, describes their partnership with Firstsource