Firstsource Leverages Analytics to Set New Benchmarks

By Susanne Pitts

1 minute read

Firstsource Leverages Analytics to Set New Benchmarks

By Susanne Pitts

Posted in Customer Engagement

iStock-607493026_colored light bulbs_resized.pngIn a recent ETCIO.com article, Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes to a variety of challenges.

After addressing these issues, some of the company’s customers saw major cost reductions. Read more about these significant results.

 

  • The analytics solution gives a holistic multichannel view allover digital compact channels. assignment writing service The analytics solution gathers and analyzes customer reviews, and works recorded calls through communication analytics, as well as implement text analytics to email, chat, network forms and social media platforms.

  • Textual content analysis revealed that repayments were routinely taking upwards of week to process versus an explained goal of 7 days which led to 30 percent of shoppers calling back again for status. Using workable intelligence, the telecom company automated refund notifications and improved training and cheap assignment help business purposes causing a 40 percent reduction in refund associates. The analytics solution provides a holistic multi port view across digital proposal channels.

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