Business challenges The client is one of the leading general insurance brands in the UK, covering over four million customers across motor, household, travel, and pet insurance. Their goals for customer service operations are to: Achieve high CSAT scores through outstanding customer service Keep costs low Provide customers with a
Creating a CX strategy and operating model We conducted an advisory project for the client’s leadership team involving several workshops. The process followed these broad steps: Understanding the brand’s subscriber base, how they consume information, and their support needs Crystalizing the vision for how consumers perceive the brand Creating a
A global subscription media company improves customer retention and growth in a crowded market Business Challenges The client is a leading entertainment company with over $18 Bn revenue. They employ over 30,000 people and serve 20 million customers across Europe. The client sought to provide industry-leading digital customer service in
Continual improvement in inbound sales conversion Over two years, Firstsource grew the client’s sales conversion on inbound enquiries from 19% of calls to 32%, outperforming their in-house teams. At the heart of this was a rigorous, structured approach to continual improvement. Our management team took a hands-on approach to root-cause
The world of Customer Experience (CX) is experiencing an onslaught of tech solutions. While there is much hype around driving automation and digital deflection, the fact remains – contact center operations need the right balance of humans and technology to drive superior customer and business outcomes. Firstsource’s Digitally Empowered Contact
In today’s unprecedented times, healthcare contact centers need to deliver fluid customer experiences through omnichannel platforms. Service associates must provide relevant and contextual information to assist customers and resolve their issues by leveraging cognitive technologies, advanced analytics, and data management tools with a human touch – all while ensuring compliance.
Traditional debt collection practices do not provide as much insight and use manual processes that are prone to create risk and result in errors. This results in substandard collection yields and higher costs. In addition, the regulatory environment is complex and ever-changing; new rules from The Bureau of Consumer Financial
Firstsource’s COVID-19 Vaccination Digital Outreach and Engagement Services enables Health Plans to bridge gaps in their member communication process for a seamless end to end vaccination experience.
As tourism and international travel restart the spike in demand will present a challenge for airlines, hotels, operators and booking providers. These companies will want to provide superior CX which they can scale quickly and deliver within narrow budgets. The good news is – there are ways to delight customers
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