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
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
Background The client is a leading credit card provider headquartered in the United States. Established over 150 years ago, the client has over 100 million active cards and currently features amongst the top 100 companies in the ‘Fortune 500’ list. The client was facing issues of low collections from defaulting
Brands have never been under such pressure to keep up with their tech peers. But while some of the latest technologies may sound like they belong in a sci-fi film; the truth is they have the power to transform how you deliver your customer service.
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.
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.
Optimising costs is important, but successful companies are now focusing on strategies to drive market growth and wallet share.
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
Brands cannot afford to provide ‘average’ customer service and must constantly improve and refine their strategies to keep pace with customer expectations and technology advancements.
Robotic Process Automation (RPA), artificial intelligence and machine learning are all current ‘buzz-phrases’ in this era of cognitive computing.