Services: DECC

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 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

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.

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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