Omnichannel Contact Center

Firstsource's omnichannel contact center solution is designed to help payers increase revenues, decrease their cost to serve, and improve their Net Promoter Scores (NPS).

In today’s consumer-driven world, health plan members expect a multi-channel customer experience from companies they do business with every day. To create a sustainable competitive advantage, healthcare payers are focusing on raising their quality standards for engaging and supporting their members and providers across the servicing lifecycle. However, the capital and operating cost and complexity of managing their own infrastructure and staff can be an enormous challenge.

Firstsource provides the expertise, technology, and quality standards payers need to delight their customers, increase loyalty, and reduce stress on their operations. As your primary contact center resource, Firstsource’s Omni-Channel Contact Center makes help available to members and providers through their preferred channels including email, phone, SMS/text, live web chat, and social media.

Our knowledgeable customer service representatives are specially trained to cover a wide range of subject matter, satisfying the needs of members, providers, and industry regulators. We also provide supplemental staff, after-hours and weekend coverage to help payers get through peak periods such as open enrollment.

Stay Ahead

Boost customer satisfaction and your NPS with 24/7 engagement and support

A unique feature of our Omni-Channel Contact Center is our proprietary First Customer Intelligence (FCI) solution, designed to help payers increase revenues, decrease their cost to serve, and improve their Net Promoter Scores (NPS). With FCI, we mine valuable data from customer interactions along all of your communication channels, and turn that data into actionable insights that help you continuously improve customer service, products, and processes. We provide:

  • 24/7 member and provider engagement and support
  • Flexibility to scale up or down as needs arise
  • Inbound and outbound interactions via phone, live web chat, SMS/text email and social networks
  • Automated call routing, callback, email management, social media monitoring, and IVR optimization
  • Analysis of tone, emotion and content of single and multiple customer interactions to drive continuously improvement
  • Full HIPAA and PCI compliance

Why Firstsource?

"Leader" in the IAOP Outsourcing 100 List for 2017

This prestigious designation is granted only to the best and most disruptive BPO companies

Trusted by FTSE 100 & Fortune 500 companies

We believe in long term partnerships - over half of our clients have been with us for 7 years or longer

18,000+ people in 38 global delivery centers

We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology

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