Services: Platform, Automation and Analytics

Top UK bank stays ahead of omni-channel demands with customer intelligence

Background The client is a leading UK bank founded over 170 years ago. With a base of over 15 million customers, the bank is the world’s largest mutual financial institution,  UK’s second-largest mortgage provider, and one of the UK’s largest savings providers. Business challenge The client offered multiple customer service

Leading online TV service provider improves complaints handling and boost customer satisfaction using advanced analytics

Background The client is a division of a pan-European telecommunications company, offering subscription-based internet television and video-on-demand services in the UK, Ireland and Italy. Business challenge The online TV service provider’s contact centers handled customer support for its streaming and on-demand content services, covering approximately 2.5 million UK and Irish

Helping customers keep calm and move house

UK property transactions were up 7.6 per cent in May compared to the previous month – this means utilities companies will spend the coming months managing a high volume of requests from prospective and existing customers, and the importance of these interactions should not be underestimated.

Firstsource delivers cost savings of $3 million for top UK Bank

Background The client is one of the largest banks in the UK and provides commercial financing solutions to businesses, including factoring, invoice discounting, asset-based lending, asset financing and more. As a market leader in the commercial finance segment, the client has a 16% market share that translates to £3.7 billion.

Major UK healthcare organization augments patient experience scores by 10%

Background Our client is a leading medical organization focused on patient recruitment for clinical drug trials in the UK. They approached Firstsource to help understand the reasons why patients were contacting them and the different types of patients responsible for negative service issues. The client required support in identifying opportunity

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