Services: DECC
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UK motor and household insurer achieves $12M in cost savings with customer service transformation
The Challenge: Evolve customer service operations while improving all-round performance 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
Premium global magazine targets $1M incremental revenue through omnichannel, persona-based support
The challenge: High customer attrition made it hard to grow subscriber base The client is a premium media brand with an educated subscriber base and global reach. They distribute award-winning journalism through a print magazine, website, podcast and short video clips. The core problem was high subscriber attrition, which was
Turning customer service from a cost center into a value center yields $106M P&L impact
A global subscription media company improves customer retention and growth in a crowded market The challenge: Meet the CX challenges posed by well-funded new entrants The client is a leading entertainment company with over $18B revenue. They employ over 30,000 people and serve 20 million customers across Europe. The client
UK utility company acquires customers more profitably generating $2.8M incremental revenue
The Challenge: Acquire and retain customers on profitable terms The client is a one of the UK’s top energy companies, providing electricity and gas to several million customers. This sector is highly competitive with price comparison websites making it hard to acquire new customers at profitable margins, retain existing ones.
Digitally Empowered Customer Experience
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 Customer
Digitally Empowered Customer Experience for Health Plans
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.
Three pillars of successful debt collection
Traditional debt collection practices are prone to substandard collection yields and higher costs. In addition, the regulatory environment is complex and ever-changing; updated rules from The Bureau of Consumer Financial Protection (CFPB) are focussing more on debt collection communications and the practices of debt collectors. Fortunately, the path to achieving this
COVID-19 Vaccination Digital Outreach and Engagement Services
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.
Solving the CX challenge in travel and hospitality
When tourism and international travel sectors witness a spike in demand, it presents a challenge for airlines, hotels, operators and booking providers. These companies 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
