Firstsource’s NPS Predictor Model enables organisations to make smarter predictions about their customers by using advanced speech analytics to identify the customers that could be the biggest detractors to their business. By using these insights, organisations can ensure that they are targeting the right customers with the right messages, and increasing loyalty as a result.
Firstsource creates usable insights by analysing and sorting customer interactions to make smart predictions about who your customers are and the contact they will best respond to. Once identified, customers are put through a prioritisation process to help us assess how easily they might convert for your brand. Customers are then assigned to a case management team that takes responsibility for high quality, targeted engagements.
The NPS Predictor is a game changer as it leverages speech analytics on unstructured customer interactions to identify the biggest detractors to the business. These unstructured customer interactions contain invaluable insights which otherwise are ignored.
NPS predictor enables organisations to analyse large samples (as high as 100%) for detractor detection and analysis. This is an exceptionally high improvement on traditional customer feedback survey mechanisms which generally have response rates of 10% to 15% at the maximum. This model enables our clients to take a proactive approach to improve customer experience and loyalty.
To stay ahead in a competitive market, the client needed to improve their operational scalability, customer service and productivity, with specific goals around delivering increased capacity in customer management and back office processing operations. Firstsource worked closely with the client to help achieve improved customer experience, increased cross-sales and reduced costs.
increase in cross-sales of ancillary products
improvement in customer experience, measured via customer satisfaction scores
reduction in operational turnaround time
The client partnered with Firstsource to support their operations during a critical system cutover project and to provide inbound customer service support. Firstsource successfully identified a range of opportunities and solutions for increasing operational scalability and improving operating procedures, deploying technology, facilities and recruitment in just six weeks.
to deploy technology, facilities and recruitment with a bespoke telephony solution
of flexible resources provided by Firstsource during peak periods
improvement over client in-house teams for AHT, calls/hour and schedule adherence
This prestigious designation is granted only to the best and most disruptive BPO companies
We believe in long term partnerships - over half of our clients have been with us for 7 years or longer
We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology