Firstsource Launches First WF Suite For Contact Centres

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 centre.

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.