RP Sanjiv Goenka Group

Firstsource secures win at UK Customer Experience Awards 2015

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Firstsource Solutions Limited (NSE:FSL, BSE:532809), a global provider of customised Business Process Management (BPM) services and a RP-Sanjiv Goenka Group company, has won two prizes at the UK Customer Experience Awards 2015 held in London recently.

Firstsource, which serves the Healthcare, Telecom & Media and Banking & Financial Services industries, won:

  • ‘Business Change or Transformation – Transformation at the Heart’ category in partnership with Sky’s online streaming service NOW TV.
  • Silver Award in the ‘Technology and Telecoms – Amazing Customer Experience’ category with its mobile network partner giffgaff.

Now in its sixth year, the UK Customer Experience Awards 2015 award ceremony, celebrated and recognised the very best in customer experience across all sectors in 26 categories, was held at the Park Plaza Hotel, Westminster Bridge. The awards were presented by Sony Award winning journalist and broadcaster Clare McDonnell and former Royal Marines Commando JJ Chalmers who was wounded in Afghanistan and is now a high profile public speaker and charity campaigner.

The format of the competition, which drew entries from all areas of customer service across the retail and business sectors of the UK, saw each scored using pre-determined criteria, with written forms assessed to provide short listed finalists. These finalists then had to make 15 minute presentations to a panel of judges, with scores generated from a combination of the written entry and the live presentation. Winners from each category were then identified based on the highest scores.

Overall, the judges were assessing how each business achieved outstanding recognition for its work, how business change was decided and achieved, that clear customer insight was demonstrated, innovative and creative solutions deployed and effectively implemented.

Gavin Snell, President, Customer Management, Firstsource Solutions, said: “This double win is a great achievement for our team and a tribute to the passion and dedication they show at all levels in providing world-class service for our clients’ customers and members.”

“It is no coincidence that both awards were partnership awards, due to our continuing dedication to fully understanding our client needs and working effectively with them to deliver great results.”

These latest awards follow a string of successes in 2015, with Firstsource winning the Frost & Sullivan Asia Pacific Best Practices Award for Customer Value Enhancement in the Contact Centre Outsourcing domain. In March this year, Firstsource won a trio of prizes at the Welsh Contact Centre Awards 2015

This in turn followed a highly successful 2014 when Firstsource’s partnership with giffgaff was awarded Telecommunications, Utilities and High-Tech Outsourcing Project of the Year at the National Outsourcing Association (NOA) Awards in November and a Technology Leadership Award at the Ventana Research Summit in California in October. Firstsource shared two more awards with giffgaff at the NOA Outsourcing Professional Awards in September, being crowned “Innovator of the Year” for Excellence in Voice of Customer Analytics by Verint® Systems in Florida in June and winning with giffgaff the Outsourcing Partnership of the Year title at the European Call Centre & Customer Service Awards in June. With partners BSkyB, Firstsource won the Outsourcing Centre’s Outsourcing Excellence Award for Best Partnership in April.

For more information on the UK Customer Experience Awards 2015 please go to:

About Firstsource:

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

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