LONDON, July 9, 2014 /PRNewswire/ --
New service offering to enhance effective resource management and drive operational savings
Firstsource Solutions Limited (NSE: FLS, BSE: 532809), 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 Suitehas 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 Suitewill help service oriented organisations to reduce their operational costs through effective resource utilisation," said Iain Regan, EVP - Sales & Marketing, Firstsource Solutions.
For a large private sector bank, First WF Suitehelped 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.
For more information on First WF Suite, please visit http://www.firstsource.com.
Note: The name "First WF Suite" and tagline "Productivity Redefined" has been applied for before the Trade Mark Registry, in India.
Firstsource (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL@IN) is a leading global provider of customized Business Process Management (BPM) services to the Healthcare, Telecom & Media and Banking & Financial Services industries. The company's clients include Fortune 500, FTSE 100 & Nifty 50 companies. Firstsource has a "rightshore" delivery model with operations in India, Ireland, Philippines, Sri Lanka, UK and U.S. (http://www.firstsource.com)
SOURCE Firstsource Solutions Limited