Drive superior customer experience (CX) by enhancing your contact center productivity & workforce management.
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A smart solution to set your business up for a successful holiday season.

Providing your customers with a seamless shopping experience, especially during holidays requires you to have an ace up your sleeve. With Smart Capacity, you can automate processes, managed workforce services and leverage distributed workforce planning. As a result, you can increase your contact center productivity, experience collaboration & deliver seamless customer experience.

Three Steps to Deliver World-Class Customer Experience (CX)

When staffing your Contact Center feels like a Groundhog Day

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#1

Managed Workforce Services

Serve customers efficiently during busy periods

Hiring seasonal employees means dealing with the same staffing problems repeatedly. Firstsource’s Managed Workforce Services let you offload your hiring challenges to us by ensuring you always have enough people in your contact center, so you can deliver a seamless customer experience during holiday spikes. We take end-to-end responsibility for sourcing, screening, recruiting, onboarding, training, and managing new employees.

#2

FirstSmartomation RPA

Reduce complex processes & scale rapidly

Customer service requests are slated to increase by 264% this holiday season especially on high-traffic days such as Black Friday or Cyber Monday. With FirstSmartomation RPA, you can integrate multiple discrete systems to create a user-friendly interface that shortens processing time for service requests and improves productivity.

RPA helps leading US mortgage provider stay ahead by improving productivity

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Motor and household insurer finds a way to staff evening and weekend shifts without relying on in-house teams

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#3

Distributed Workforce Planning

Drive workforce management agility with access to a larger talent pool

Modern-day customers expect anywhere, anytime, and on-demand support. With our cloud-based platforms and services, you can tap into associates anywhere in the world – to offer omnichannel services and handle any customer interaction. Our distributed operating model underpinned by virtual hiring, onboarding, training, and development helps tap into global talent.

Give your customers what they want

Strengthen customer relationships - Buying habits are seeing a drastic shift and online sales gaining traction amidst social distancing and pandemic fears. Leverage the First Customer Intelligence (FCI), our proprietary customer analytics methodology, to understand customer sentiment, emotion, and behavior. Change the sales pitch, objection handling, order build process, and compliance procedures, as per the research and improve cross-sell performance to strengthen customer relationships, improve customer satisfaction, and increase revenues.

Transform Customer Support - Our Digitally Empowered Contact Centre (DECC) offers businesses a vision of the future of customer experience (CX) and a path to get there. DECC offers a distributed model, channel freedom for customers, Intelligent Automation and Analytics to future-proof your CX capabilities, so you can deliver the Moments that Matter to your customers – not only now but also in the future.

Explore our outcome-based model

The impact of the pandemic has led to many of our clients choosing our outcome-based pricing model. This model offers a flexible approach to suit your needs. Leverage it for the ease of managing complexity and assured business outcomes.

Ready to leverage smart capacity during the holidays to build the perfect CX?

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