Stay ahead with channel optimisation: top UK bank experiences annual cost savings of $1.5 million Case study Background Our client is a leading UK bank servicing close to half a million customer interactions per month. They were struggling to address the challenges and inefficiencies of operating across six siloed channels for customer servicing, with no clear digital support service strategy in place. Firstsource partnered with the client with an aim to identify opportunity areas related to: ? Refining the customer journey and interaction touch points ? Addressing points of friction during interaction ? Channel performance analysis and avenues for refinement ? Optimise branch visits 1Business challenge ? For account opening requests, 43% of the customers felt the need to follow up for sta

Join for free to read