Case Study: Firstsource achieves workforce efficiency gains with ProHance

Firstsource - Customer Case Study

Firstsource, a business process management provider, faced challenges in managing its hybrid workforce, particularly in gaining visibility into employee productivity and workload distribution for non-voice operations. Their reliance on tools like Microsoft Excel was insufficient for complex analytics, leading to issues with cost leakage from overtime and inefficient resource allocation. To address this, they partnered with the vendor ProHance for its workforce analytics and management solution.

ProHance implemented its workforce management tool to provide deep analytics and real-time visibility into operations. The solution included customized dashboards and a strong governance model. This led to significant results for Firstsource, including a 10% increase in productive time, a 40% reduction in time spent on non-core activities, a 12% reduction in intra-agent variation, and a 10% decrease in overtime payouts, culminating in a reduced cost of delivery and enhanced operational efficiency.

Firstsource