Outsourcer uses its customer intelligence
After a record-breaking year which saw Business Process Outsourcing (BPO) firm Firstsource Solutions report revenues of $ 517 million, up 25.0% year-on-year compared to $ 413 million for the year ended March 2012, the company is predicting another bumper year ahead, partly due to its innovative new First Customer Intelligence (FCI) product.
By analysing raw data from customer interactions such as webchat and call centre conversations, FCI enables organizations to gain actionable customer insights, maintain a clear view of customer experiences, service quality delivered and handling of customer concerns. By leveraging FCI, organizations will be able to improve customer experience, reduce costs and increase revenues across products, processes, customer channels, web strategy and agent performance.
Firstsource provides outsourcing services to the telecom & media, banking & financial services and healthcare industries with clients including Fortune 500, FTSE 100 & Nifty 50 companies, and Iain Regan, Executive Vice President of Sales and Client Services, believes FCI takes the firm to the next level by looking beyond the numbers of customer satisfaction traditionally assessed by call centres and outsourcers, and into what drives their behaviour.
He said: "It has become clear that if firms are to gauge the attitudes of their customers accurately, they have to focus on the entirety of experiences throughout the customer lifecycle – and not just on customers' impressions of each isolated transaction. Nowadays we are looking beyond the numbers in a more sophisticated approach demanded by today's and tomorrow's markets.
"Measuring customer satisfaction is actually just the first step. The key is to use these numbers to derive customer intelligence (CI) that will actually help work out how and when to engage customers. This is why Firstsource has just launched its First Customer Intelligence platform that will help telcos improve customer experience, reduce costs and increase revenues across products, processes, customer channels, web strategy and agent performance.
"Another key advantage to be gained from CI is the use of modelling to predict the future value of customers, and also identify those customers who are most likely to leave. Huge numbers of customer engagement and retention decisions must be made, and made quickly, to attract and retain the right customers at the right price. The deep customer insights offered by CI analysis can help operators make the right choice."