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Services: DECC
Managing Debt Recovery & Customer Experience for the World’s Largest Card Issuer
A multinational financial services corporation and a leading issuer of credit cards.
Delivering Improved Revenue Recovery for a Leading US Financial Services Company
A top 3 US financial services company.
Moving Customer Service Operations to an At-Home Model
Moving Customer Service Operations to an At-Home Model Part 1: Overcoming Security Challenges Implementing homeworking for your customer service operations can help ensure business continuity during times of heightened uncertainty. But protecting data from cyberthreats and other technology failures is a top concern for customer service leaders evaluating an at-home
Lenders Checklist: Servicing capabilities for BBLS and CBILS accounts
Coronavirus business loans, known as BBLs and CBILS, are different to run-of-the-mill commercial loans. In our blog The call for a new approach to CBILS and BBLS account servicing, we outline why servicing these loans poses unique challenges for lenders. And how to tackle these with an approach rooted in
The call for a new approach to CBILs and BBLs account servicing
A lighter-touch approach to Coronavirus loans Coronavirus Business Interruption Loan Scheme (CBILS) and the Bounce Back Loan Scheme (BBLS) will require a different customer servicing approach. This has been recognised by the state-owned British Business Bank and the industry lobby group, UK Finance, which kicked off talks with commercial lenders
The business case for using insourced teams in contact centres
The business case for using insourced teams in contact centres Managing persistent staffing challenges is an everyday reality for contact centre leaders Fluctuating call volume – perhaps over a weekend or the end of the month Temporary spikes in demand, e.g. from new products, regulations or just seasonal Temporary spikes
Work-at-home is the new normal: 3 reasons why it’s time to rethink your customer service staffing model
Work-at-home is the new normal: 3 reasons why it’s time to rethink your customer service staffing model Download now The sudden and unexpected onset of the Coronavirus pandemic has left most businesses, including customer service centres, struggling to ensure business continuity in the more immediate term. Switching even a part
Firstsource COVID-19 response
Firstsource’s hybrid infrastructure allowed its employees to rapidly switch from an ‘on-premise’ to a ‘work-from-home’ model in the wake of the pandemic, delivering to SLAs while reducing attrition and shrinkage.
Moving Customer Service Operations to an At-Home Model
Switching to an at-home model can help you deliver uninterrupted customer service operations during highly uncertain times.
Is your business ready for the holiday season?
We are going to experience an unprecedented holiday season this year. Customers are expected to begin holiday shopping earlier and majority of them are going to shop online. Is your retail business ready for the holiday spike? The infographic illustrates how Firstsource’s ‘Smart Capacity’ helps retailers deliver superior customer experience
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