Case Study: Firstsource achieves 50% higher agent productivity and scales from 50 to 750 seats with MaxContact

Firstsource - Customer Case Study

Firstsource, a leading BPO serving more than 100 global clients across the US, UK, Philippines and India, faced stability, support and customisation problems with its previous contact centre platform. Firstsource engaged MaxContact to deliver a bespoke, stable solution using Outbound engagement, PCI-compliant payments and an Automated call dialler to help them win new business and adapt to changing client demands.

MaxContact ran a proof of concept and executed a carefully managed migration with zero downtime, delivering immediate stability and improved functionality. Since implementation MaxContact helped Firstsource grow from 50 to over 750 seats, increased agent productivity by over 50%, and reduced onboarding time for new campaigns and clients by over 67%, becoming Firstsource’s preferred telephony partner and supporting tender wins.

Firstsource