RP Sanjiv Goenka Group

Firstsource Boosts Intraday Performance through Real-Time Alerting from WorkFlex

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Firstsource Solutions Limited (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL@IN), an RP-Sanjiv Goenka Group company and a global provider of customized Business Process Management (BPM) services, in partnership with WorkFlex Solutions, the industry leader in Intelligent Intraday AutomationTM for contact centers, has reported significant improvement of intraday performance as a result of the WorkFlex Manager Suite adoption that provides intelligent real-time adherence alerting.

Servicing over 100 clients across the globe, Firstsource employs a workforce of more than 23,000 employees. To improve intraday agent utilization and performance, Firstsource partnered with WorkFlex to deploy a solution that provides real-time alerts to employees when schedule adherence or intraday performance variances are detected.

“We were looking for a solution that enhanced our compliance levels and helped boost employee productivity. Within weeks of deploying the WorkFlex Manager Suite we witnessed higher levels of agent occupancy and their Average Handle Time improved by over five per cent,” said Shalabh Jain, President & COO, Customer Management, Firstsource. “While our agents have been responding positively to the new system, with their performance showing considerable progress, we are confident this will have a direct impact on both our margins as well as overall customer satisfaction.”

As a result of the integration with the Firstsource Workforce Scheduling and Automatic Call Distribution (ACD) systems, WorkFlex is able to continually monitor intraday variances and send out alerts to agents as soon as time for scheduled breaks or phone-call handle-time exceeds a specified level.

“We are pleased with the superior intraday performance that Firstsource is realizing through the deployment of WorkFlex intelligent real-time adherence alerting,” added WorkFlex CEO, Larry Schwartz. “These results further validate the strategic relevance of Intelligent Intraday Automation technology to the BPM industry.”

WorkFlex and Firstsource Solutions have published a case study based on results measured within its credit card and retail banking customer service programs.

About Firstsource

Firstsource (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL@IN), a RP-Sanjiv Goenka Group company is a global provider of customized BPM (Business Process Management) services to the Banking & Financial Services, Insurance, Telecommunications, Media and Publishing and Healthcare sectors. The company’s clients include FTSE 100, Fortune 500 and Nifty 50 companies. Firstsource has a “Rightshore” delivery model with operations in India, the Philippines, Sri Lanka, the UK and the US. (www.firstsource.com).

About WorkFlex

Solutions WorkFlex Solutions LLC is the industry leader in Intelligent Intraday Automation solutions for contact centers. Our award-winning technology maximizes agent self-scheduling flexibility, optimizes intraday performance and reduces workforce administration overhead. Designed to easily integrate with existing Workforce Management (WFM) and Automated Call Distribution (ACD) systems, WorkFlex enables clients to leverage their existing enterprise software investments, and quickly generate a positive ROI. WorkFlex deployments span multiple industry sectors including financial services, communications, healthcare, automotive, cable/sat and government. www.workflexsolutions.com.

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