Stay ahead with profitability: Firstsource delivers 18% reduction in cost-to-serve for a top UK bank Case study Background Our client is one of the leading banks in the UK. They needed support with customer service issues, where in only 45% of customer service requests were being adequately addressed due to underlying process inefficiencies and ambiguity in channel interaction flows. Firstsource partnered with the client to identify the root causes for the issue and create a strategy to capitalise on the efficiency opportunities. Business challenge Over 11,000+ calls (speech analytics) and customer comments on CSAT (text analytics) revealed: ? Of the total volumes of calls, 55% of the calls remained unresolved within SLAs ? 19% repeat contacts due to inefficient channel interaction 1? 19%

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