Two Outsourcing Professional Awards for #Firstsource

Outsourcing Professional Awards for #Firstsource pic.twitter.com/YFNYoLhw4b
— Press Release Watch (@PrReleaseWatch) September 9, 2014

Firstsource has announce that its partnership with giffgaff has been awarded both Best Outsourced Customer Service Team and Best Business Process Outsourcing Team at the National Outsourcing Association’s (NOA) Outsourcing Professional Awards 2014.

Iain Regan, Executive Vice President Sales & Marketing, Firstsource commented: “To win two out of the 11 prizes at the industry’s flagship awards event is truly remarkable. Coming as it did off the back of our success in Europe earlier in the summer, this is a tribute to the power of a lasting partnership dedicated to customer service excellence. Our giffgaff team has worked tirelessly to improve the customer experience and it is gratifying that this partnership between two organisations dedicated to innovation and continuous improvement is now acknowledged globally.”

giffgaff is a mobile network virtual operator (MNVO) which is a part of the Telefonica Group. The prestigious NOA awards witnessed participation from various outsourcing and service organizations in the UK across 11 categories.

#Firstsource launches First WF SuiteTM

Firstsource Solutions Limited a global provider of customised business process management (BPM) services to the banking & financial services, telecom & media and healthcare sectors, today announced the launch of First WF Suite, a service offering designed to improve resource availability & utilisation in the contact center.

Firstsource has a track record of bringing efficiency to customer service operations, while ensuring customer satisfaction. Driven by these twin objectives, the First WF Suite enables enterprises to set up a Workforce Optimisation practice that effectively utilizes their most crucial resource—people. It aligns with all outsourcing delivery models such as onshore, offshore, work at home and more. The service suite supports optimisation in a multi-channel environment including voice, web, chat, email, back-office and social media.

First WF Suite has been enhanced to encompass Consulting, Managed Services and Capability Development. This end-to-end offering will now drive all workforce optimisation requirements and will deliver savings in the range of 10-15% in operating costs.

“The launch of First WF Suite is an exciting development for Firstsource as it is in line with our productization strategy and is a significant step in simplifying business processes. The accuracy of forecasting, scheduling & real-time analytics in First WF Suite will help service oriented organisations to reduce their operational costs through effective resource utilisation,” said Bhupendra Gupta - SVP, Head of Service Quality, WFM & Process Excellence, Firstsource Solutions.

For a large private sector bank, First WF Suite helped redesign the forecasting process, collected historic volumes and performed a causative study. This deployment helped improve the forecasting accuracy from 66% to 92% and service levels increased from 43% to 85%.

For a leading telecom company, the Consulting Services under First WF Suite, helped reduce the operating cost by $2.1mn.
 

Firstsource Solutions is in IAOP's Global Outsourcing 100

Firstsource Solutions (NSE: FSL, BSE: 532809), a leading global provider of business process outsourcing (BPO) services, has been awarded the 12th rank in the International Association of Outsourcing Professionals® 2014 Global Outsourcing 100® Rankings. IAOP recognizes Firstsource’s efforts in industry-specific services, customer relationship management and transaction processing across industries like telecommunication, healthcare and financial services (banking, markets) in the US, UK and India markets.

The International Association of Outsourcing Professionals® (IAOP®) is in its ninth year of compiling its annual ranking of the world’s best outsourcing service providers and advisors – The Global Outsourcing 100. The Global Outsourcing 100 and its sub-lists are essential references for companies seeking new and expanded relationships with the best companies in the industry.

Rajesh Subramaniam, Managing Director & CEO, Firstsource Solutions, said: “We’re pleased to be a part of such a distinguished list and being recognized for our customer centric services. The improvement in our rankings over last year is a testament to the efforts being put in by everyone at Firstsource to better their performance and provide services par excellence.”

“Each year the competition to be named to The Global Outsourcing 100 and The World's Best Outsourcing Advisors lists continues to reach higher levels," said Jagdish Dalal, Chief Advisor, Thought Leadership, IAOP and Chairman of the judges' panel. "Given the strong competition, getting named to these lists is a great recognition and Firstsource should be proud of achieving excellence in the field.”

Firstsource announces the launch of new user-friendly process automation

Firstsource Solutions Limited (NSE: FLS, BSE: 532809), a global provider of customized business process outsourced (BPO) services to the banking & financial services, telecom & media and healthcare sectors, today announced the launch of First Smartomation - its proprietary process automation solution. The latest addition to Firstsource’s suite of customer management solutions, this product is aimed at helping organisations integrate multiple systems, create new interfaces with automation and reduce complex processes

First Smartomation leverages non-invasive technology to integrate existing applications and systems to create a user-friendly interface that can be deployed across voice and non-voice customer service channels. First Smartomation can be positioned on any backend system to create a user friendly interface that shortens processing and interaction times and improves productivity.

“Contact center agents today are required to access information associated with multiple products, services, systems, knowledge bases and pricing schemes from multiple sources to respond to customer queries in real-time. By consolidating processes, First Smartomation improves customer experience, agent productivity, increases accuracy, improves compliance and reduces training time, key challenges for any executive with a customer remit.” said Ram Mohan Natarajan, Senior Vice President, Business Transformation, Firstsource Solutions.
Delivered for a major US telecoms company providing networks to B2B corporate customers, First Smartomation increased agent productivity by 200% and reduced costs by 67%. From using an order validation process with 4 discrete systems, 432 manual steps and 96 validations, First Smartomation allowed quick and simple access to the data. It facilitated an average transaction processing time from 45 minutes to 10 minutes, and also improved data accuracy from 85% to 99.9%, as the customer service agent no longer had to move information across multiple systems.
Firstsource’s new solution set commenced with the launch of First Customer Intelligence (FCI) in January 2013 followed by First Chat in June 2013. These new sales and service solutions allow Firstsource to commit to cost reduction, service improvement and rapid revenue growth.

 For more information on First Smartomation, please visit www.firstsource.com.

Firstsource Solutions Partners With RuralShores To Strengthen Rural BPO Services

FIRSTSOURCE SOLUTIONS LTD., a leading global Business Process Outsourcing services provider, announced its partnership with RuralShores in establishing a 135 seat delivery center in Chand, a village in Chhindwara District in Madhya Pradesh. The alliance aims at taking BPO work to rural India. Firstsource and RuralShores have joined hands to set-up this rural office to empower the Indian youth and created employment opportunities.

Chand is a village located 27 kilometers away from Chhindwara district in Madhya Pradesh; all employees arrive from villages within a radius of 10 kilometers from Chand. The RuralShores Chand center is completely equipped with IT infrastructure and meets the standards and regulatory requirements. The center will attempt to bring global-style outsourcing services, while exposing this rural area to global business practices.

RuralShores currently has 135 seats in the Chand center scaling up to 250 by May, 2012. With the help of Firstsource, more than 175 individuals are operating out of its delivery center. Through this partnership, the two companies are primarily servicing customers in regional languages.


“Rural India holds a lot of potential and talent waiting to be tapped. With our partnership with RuralShores, we are positive that we can provide great opportunities to the youth without having to move away from their village. However, more importantly, rural BPOs compliment our focus to penetrate the Indian market,” said Mr. Shalabh Jain, Executive Vice President, Asia Business Unit, Firstsource Solutions.


Also speaking on the occasion, Mr. Murali Vullaganti, CEO, RuralShores says, “We are happy to be associated with a leading service provider like Firstsource to help address the cause of youth empowerment in India. I am certain that we have a great potential for more ventures in a market with a growing landscape like rural India.”

Nasscom says IT-BPO firms plan to increase the total rural BPO employee base by more than 10 times over the next three years. Rural BPOs are now compelling business ventures for outsourcing companies due to various factors like availability of talent, really low attrition rates, affordable real estate, low labour and operational costs

About Firstsource:

Firstsource (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL@IN) is a leading global provider of customized BPO services to the Healthcare, Telecom & Media and Banking and Financial Services industries. Its clients include Fortune 500, FTSE 100 and Nifty 50 companies. Firstsource has a “rightshore” delivery model with operations in India, U.S., UK and Philippines. (www.firstsource.com).

 About RuralShores

RuralShores started in 2008, is a socio-commercial entity which was started with an objective to rollout Rural BPO centers across rural India. A group of successful and like minded professionals, with the intention of doing their little mite to address this dire need, have launched an initiative to set up business processing centers in the rural areas. Over three years, company has grown to 12 centers with a footprint across 8 states. Today RuralShores employs more than 1000 rural youth, thus directly impacting 1000 rural families and creating tertiary employment for another thousand households.

RuralShores has been recognized by the prestigious Edison Awards 2012, USA in the Lifestyle and Social Impact category for its mission of social intervention with business innovation.
(www.ruralshores.com)