Specialist bank expands its multi-channel commitment to customer experience
Firstsource Solutions Limited (NSE: FSL, BSE:532809), a global provider of Business Process Management (BPM) services and an RP-Sanjiv Goenka Group company, has been appointed by Shawbrook Bank Limited, a fast growth specialist retail and commercial bank, to increase its customer service capacity for its retail banking users.
With over 300,000 active and engaged customers, Shawbrook provides highly personalised, practical lending and savings products to individuals, businesses and real estate investors. As part of the bank’s multi-channel customer service strategy, Firstsource will be the sole outsource provider for customer enquiries.
Paul Went, MD consumer at Shawbrook Bank said, “This partnership underlines our desire to give customers the best of both worlds: the ease and efficiency of cutting-edge technology combined with the all-important human touch. This approach is only possible by working with best-in-class technology and data providers like Firstsource.
“Our focus is on providing exceptional customer service to address our customers’ needs and preferences, including the channels through which they want to interact with us. Working with Firstsource increases our capacity to have high-quality conversations over the phone with customers, offering practical and personal help at those times when a human voice can make such a difference.”
Rajiv Malhotra, head of Europe, Firstsource, comments, “We have a rich history of providing banks with customer support services and have recently been helping them implement digital-first offerings. This is our first partnership with a specialist bank and an opportunity to bring our Digital-First, Digital-Now and people-centric approach to this environment.
“In our conversations with Shawbrook, its emphasis on customer service and supporting people was apparent. Shawbrook is strong at delivering a digital experience, but there’s no substitute for calling your bank for complicated queries such as loan applications or refinancing.
“The bank’s emphasis on giving customers the choice of multiple digital touchpoints combined with telephony when they need it is in line with our ethos.”
Firstsource has set up state-of-the-art customer service operations for Shawbrook at its centre in Pontypridd.
Operating in the UK since 2006, Firstsource has grown to over 5,000 employees across six regional sites. It serves market-leading UK companies across retail banking, insurance, media, telecom, utilities, and life sciences.