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

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

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.