List of Firstsource Contact Center Services Customers
Firstsource
3rd, New Link Rd, Malad, Rajan Pada, Mindspace, Malad West,
Mumbai, 400064,
India
Mumbai, 400064,
India
91 22 6666 0888
Professional Services
23627
$716M
Since 2010, our global team of researchers has been studying Firstsource Contact Center Services customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Firstsource Contact Center Services for Professional Services from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Firstsource Contact Center Services for Professional Services include: Npower Limited, an E.ON company, a United Kingdom based Utilities organisation with 1138 employees and revenues of $1.44 billion, Financial Conduct Authority, a United Kingdom based Banking and Financial Services organisation with 5379 employees and revenues of $755.0 million, The Economist Newspaper Limited, a United States based Media organisation with 820 employees and revenues of $100.0 million and many others.
Contact us if you need a completed and verified list of companies using Firstsource Contact Center Services, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Firstsource Contact Center Services customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Financial Conduct Authority | Banking and Financial Services | 5379 | $755M | United Kingdom | Firstsource | Firstsource Contact Center Services | Professional Services | 2017 | n/a |
In 2017 Financial Conduct Authority engaged Firstsource Contact Center Services in the Professional Services category to set up and manage outsourced Contact Centre Operations for the PPI campaign, delivering front end supervision and consumer direction to ensure consumers were aware of the deadline to complain and firms undertook appropriate activities. The engagement centered on operationalizing an outsourced contact centre model with clear ownership for consumer engagement, firm supervision touchpoints and stakeholder management across consumer and firm channels.
Firstsource Contact Center Services was accountable for all elements of outsourced Contact Centre Operations including management of the PPI budget of 5.4m, operational KPIs and SLAs, and project delivery support for internal Contact Centre initiatives such as Brexit contingency planning, a premises move and a Homeworking programme. Operational design work included redeployment of BPO resources, introduction of multi skilled multi channel agents, adjusted headcount phasing to align to campaign peaks, and the creation of quality assurance processes linked to a closed learning loop connecting quality outcomes to coaching and training cycles.
The implementation integrated contract level coordination with business stakeholders including claims management companies, banks and insurers, regulators such as the Financial Ombudsman Service and FSCS, and outsourced partners including Citizens Advice, Money Advice and Firstsource Solutions, as well as third party charities. Operational coverage spanned outsourced partner channels and the FCA internal Contact Centre, with a weekend premises migration from Canary Wharf to Stratford completed in July 2018 with no detriment to firm and consumer services, a homeworking pilot progressed to full roll out by November 2018, and overflow capacity agreements executed to handle Brexit related inbound demand.
Governance and rollout included responsibility for stakeholder relationships and contractual compliance with outsourced partners, development of contract addenda and implementation plans for rapid deployment, and leadership of the FCA Contact Centre workstream for premises relocation. Outcomes stated in program documentation include delivery against SLAs and KPIs through 2017 and 2018 with on track status for 2019, a cash saving of 500,000 in 2018 through operational improvements, and the introduction of outbound campaigns and a Vulnerable Consumer proposal developed with the FCA Supervision function to improve frontline supervision and consumer insight.
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Npower Limited, an E.ON company | Utilities | 1138 | $1.4B | United Kingdom | Firstsource | Firstsource Contact Center Services | Professional Services | 2022 | n/a |
In 2022 Npower Limited, an E.ON company implemented Firstsource Contact Center Services to support E.ON NEXT Energy Specialist customer operations, establishing a Professional Services engagement for customer service delivery. The deployment is organized around a home-based agent model supporting phone-first interactions with supplemental email handling, and Firstsource provisions the required technical equipment for remote working.
The configuration emphasizes contact center functional workflows, including inbound voice routing and email handling, structured onboarding and full training programs, and defined specialist role progression to remove agents from routine queues for peer support. Firstsource Contact Center Services is structured to support coaching, monthly team feedback sessions, and regular one to one reviews with team leaders as part of operational quality practices.
Operational coverage is UK focused, with full time roles at 37.5 hours per week Monday to Friday between 08:45 and 17:30, and built in shift flexibility allowing agents to make up hours between 8:00 and 8:45 or between 17:15 and 18:00. The service model centers on trust based agent autonomy, asking agents to manage call pickups and queue times while targeting an average daily workload of around 30 customer interactions.
Governance and workforce processes were adapted to include performance linked incentives, explicit attendance and performance pay uplifts, and monthly team forums to capture frontline suggestions for operational mapping. Firstsource Contact Center Services integrates these workforce governance practices with training and specialist role enablement to sustain customer centric handling and ongoing coaching rhythms under the Professional Services engagement.
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The Economist Newspaper Limited | Media | 820 | $100M | United States | Firstsource | Firstsource Contact Center Services | Professional Services | 2015 | n/a |
In 2015 The Economist Newspaper Limited implemented Firstsource Contact Center Services as a Professional Services engagement to centralize subscription customer support and sales-led retention workflows. The Economist Newspaper Limited used Firstsource Contact Center Services to handle inbound subscriber queries, manage renewals, and execute retention outreach as an outsourced customer care capability supporting subscription operations and subscriber lifecycle management.
Firstsource Contact Center Services was configured to deliver agent-led subscription support, scripted retention messaging, inbound and outbound voice handling, and CRM-driven case handling consistent with contact center operations. Functional capabilities emphasized retention-focused sales techniques, customer rapport building, adherence to timekeeping and workforce management disciplines, and quality monitoring to govern agent performance and call handling.
Operational coverage included a Firstsource Solutions delivery site in Pontypridd from March 2022 to present where agents managed subscription queries and retention calls under a contract-based resourcing model. Governance and process elements centered on scripted workflows, performance monitoring, and flexible contract adjustments to meet business needs, and the implementation generated direct qualitative feedback including numerous thanks from customers and management recognition for sales outputs.
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Buyer Intent: Companies Evaluating Firstsource Contact Center Services
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Firstsource Contact Center Services. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Firstsource Contact Center Services for Professional Services include:
- Act Fibernet, a India based Communications organization with 5433 Employees
- Tech Mahindra, a India based Professional Services company with 148000 Employees
- NeuroCytonix, a United States based Life Sciences organization with 10 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD Firstsource Contact Center Services Coverage
Firstsource Contact Center Services is a Professional Services solution from Firstsource.
Companies worldwide use Firstsource Contact Center Services, from small firms to large enterprises across 21+ industries.
Organizations such as Npower Limited, an E.ON company, Financial Conduct Authority and The Economist Newspaper Limited are recorded users of
Firstsource Contact Center Services for Professional Services.
Companies using Firstsource Contact Center Services are most concentrated in Utilities, Banking and Financial Services and Media, with adoption spanning over 21 industries.
Companies using Firstsource Contact Center Services are most concentrated in United Kingdom and United States, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Firstsource Contact Center Services across Americas, EMEA, and APAC.
Companies using Firstsource Contact Center Services range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 33.33%, large organizations with 1,001-10,000 employees - 66.67%, and global enterprises with 10,000+ employees - 0%.
Customers of Firstsource Contact Center Services include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Firstsource Contact Center Services customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Professional Services.