RP Sanjiv Goenka Group

giffgaff and Firstsource win 2019 Global Sourcing Association Award

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Companies Recognised in the Customer Experience Provider of the Year
category at the GSA-UK awards

London, November 28th, 2019: Firstsource Solutions, the leading provider of customised Business Process Management (BPM) services, today announced it has been named the winner of the Customer Experience Provider of the Year category in the Global Sourcing Association UK awards, alongside its client giffgaff. The awards recognise excellence in strategic sourcing.

giffgaff and Firstsource received the award in recognition of their excellent member experience. Their strong collaboration lead to: improvements in first call resolution, member satisfaction, propensity to contact and cost to serve. At the heart of this successful partnership is a shared transformation team that focuses on continual improvement and exchange of knowledge – for example through a weekly focus group to gather feedback from advisors. All these initiatives saw first call resolution improve 15 percentage points and cost to serve fall by over 30 percent.

Adele Shaw, Head of Member Service at giffgaff, said: “giffgaff’s strategy is to make member support on routine issues as seamless and efficient as possible so that when members really need us we can go that extra mile and amaze them. It’s our close way of working with Firstsource that really makes the difference here: the weekly site visits, joint improvement teams, secondments, and the fact they recruit from our membership base. The results speak for themselves.”

Vipul Khanna, CEO at Firstsource Solutions, added: “giffgaff is a very exciting client with their unique support model, and truly remarkable member service standards. We’re delighted to continue supporting their members and raise the customer service bar even higher.”

The GSA UK Awards, now in their sixteenth year, recognise and celebrate the efforts of companies who have demonstrated best-practice in outsourcing. The awards were presented at a black-tie dinner on November 27th.

About Firstsource:

Firstsource Solutions Limited, a RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL@IN), is a leading provider of customised Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.

We are trusted custodians and long-term partners to 100+ leading brands with presence in the US, the UK, India and the Philippines. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

For more information, please visit www.firstsource.com.

About giffgaff:

At the heart of it, we believe in simplicity. A better way to do mobile. We’d rather you stay with us because you want to, not because there’s a nasty contract forcing you to. It’s why we work our socks off every day to keep you and guess what? It works. We’re uSwitch Network of the Year 2019.

About Global Sourcing Association:

The GSA is a not-for-profit membership association which serves to share best practice, trends and connections across the globe bringing the global community together in a wholly interactive manner for the first time.




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