Firstsource Solutions, a leading customer experience expert outsourcing company, has been appointed by BBC Worldwide to provide bespoke ‘digital customer support’ for its newly-launched BBC Store ‘buy-to-keep’ programming service.
The commercial arm of the media corporation has launched the BBC Store, which has made over 7,000 hours of programming available for customers to own and access by download or through streaming. Over 50 hours of programming are being added each week.
The broadcast company has placed customer experience findings at the heart of its product development and aims to continuously update the service in line with feedback.
Firstsource will provide digital customer service as the corporation extends its viewer experience to allow consumers to digitally purchase content from the BBC. Firstsource will support BBC Store users across all touchpoints including registration, payment and for ongoing technical assistance.
Commenting on the business win, Managing Director and CEO at Firstsource, Rajesh Subramaniam said: “A digital customer service experience complements not only the direction of the BBC, but also reflects the needs of the end user. We’re excited to be helping BBC Worldwide to yet again redefine the way in which we consume – and now collect – some of the most iconic content in the world.”
Jonathan Green, Director of BBC Store added: “Given the diversity of our audiences it’s vital that we enable digital ownership for all. That means supporting our viewers in ways that reflect their requirements – whether technical or at point of purchase.”
Firstsource, a RP-Sanjiv Goenka Group company is a customer experience expert and global provider of customised BPM (Business Process Management). Firstsource partners with brands including FTSE 100, Fortune 500 and Nifty 50 companies in the Banking, Financial Services and Insurance, Healthcare, Telecommunications and Media sectors. We operate in India, the Philippines, Sri Lanka, the UK and the US.
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