People, Process and Efficiency

We ensure that our people are aligned and focused on our client’s outcomes and continuously refining and improving processes. The result is more efficient operations, as well as improved customer journeys.

Creating more efficient and effective operational performance

A key aspect in improving business performance is having the most efficient processes and the most effective people. At Firstsource, we use our expertise across different industry sectors to continuously refine and improve processes for our clients.  The result is more efficient operations, as well as improved customer journeys.

We ensure that our people are aligned and focused on our client’s outcomes and use our range of technology solutions to identify areas for improvement in their performance. These solutions help improve colleague metrics such as resource utilisation, attrition targets, employee satisfaction and customer satisfaction.

We leverage the most effective and efficient operational disciplines to continually improve our processes and increase the effectiveness of our operational resources, including Kaizen, and Lean Six Sigma methodologies.

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How we help clients in improving operational performance

  • Channel strategy & delivery
  • Digitization strategy
  • Self-service strategy
  • NPS & CSAT strategies
  • E2E process strategies
"Firstsource has been integral to our success. Their experience of running online contact centres and their willingness to adopt a new and very different way of working for giffgaff meant that we had brilliant service wrap from day one.

And their commitment to keep on innovating means we are well placed to continue to improve our member service experience going forward."
Mike Fairman
Chief Executive Officer, giffgaff
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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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Related Pages

Workforce Management

Our workforce management solution enables enterprises to employ an effective workforce optimisation practice that works across delivery models and supports optimisation in a multi-channel environment.

Managed Services

Our managed contact centre services could range from a simple resourcing engagement to a complete strategic partnership on end to end customer engagement and contact function to deliver on pre-agreed KPIs.


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