Companies Recognised with Technology-enabled Project of the Year in 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 Technology-enabled Project of the Year category in the Global Sourcing Association UK awards, alongside its client Now TV. The awards recognise excellence in strategic sourcing.
NOW TV and Firstsource received the award for using analytics to improve NOW TV’s customer support through chat sessions. The Firstsource solution included: customer sentiment analysis, root cause analysis, and process improvement initiatives. The latter involved: a new quality framework for chat, an agent quality index, agent training and coaching on new behaviours, and competitions and incentives on these behaviours. This improved Net Promoter Score (NPS) on chat from +49 to +62 and First call resolution (FCR) from 71% to 78%.
Adi Heesom, Director of Operations, Now TV said: “Firstsource analytics showed us which agent behaviours correlate with customer satisfaction and first-time resolution on chat sessions. We then used this to change how agents were trained, measured and coached. We saw NPS and FCR jump significantly as a result – great news for our customers and our business.”
Vipul Khanna, CEO at Firstsource Solutions, added: “We are delighted our analytics and automation tools made such a difference to Now TV’s customer support through chat. It is a testament to the hard work of our teams and their ability to understand and deliver on client needs.”
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.
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
NOW TV is a pick and mix TV streaming service that lets you choose from a range of passes contract free.
Available anytime, anywhere in the UK, you can watch through a NOW TV Box or NOW TV Smart Stick, or on the web. The NOW TV app is also available on over 60 devices.
Whether you’re into big dramas, blockbuster movies, live sports or even just some extra TV for the kids, NOW TV offers four passes which include the latest and best TV and movies: Entertainment, Sky Cinema, Kids and Sky Sports.
This includes Sky Atlantic, over 300 Box Sets on demand, all 10 Sky Sports channels and over 1,000 movies – all available with no contract.
For more information visit nowtv.com
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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