RP Sanjiv Goenka Group

How customer service outsourcing makes your CX vision a reality

An effective customer service outsourcing 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 customer service technology, we at Firstsource are ideally placed to transform your CX vision into a reality.

Customer service 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 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

Customer support and in-life management

Save and Retention

Back-office processing

Customer service outsourcing underpinned by expertise is key to superior CX results

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

What sets Firstsource apart from other customer service 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

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

ASHLEY SCHOFIELD

CEO

giffgaff

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

Some recent award wins

Firstsource Gold Award Winner

2022 European Customer Experience Awards

Customers at the Heart of Everything

Firstsource Gold Award Winner

2022 European Customer Experience Awards

Best Customer Service

Firstsource Gold Award Winner

2022 European Customer Experience Awards

Customer Driven Business Change and Transformation

UK national contact center

2022 UK Complaints Handling Awards

Financial Services

Complaint Handling Award

2022 Global Sourcing Association UK Awards

Financial Services Project of the Year

GSA UK Awards

2022 UK National Contact Centre Awards

Most Effective Distributed Workforce

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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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