Firstsource Solutions wins gold at the UK Customer Experience Awards

PRESS RELEASE: Firstsource Solutions has won gold in the Technology and Telecoms category for its work with NOW TV at this year’s UK Customer Experience Awards. Firstsource also came in second place in the Engaging Customers Online category for its work with giffgaff, the mobile telephone network.

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Now in its seventh year, the UK Customer Experience Awards celebrates and showcases the best in customer experience across a variety of sectors. Over 800 people attended the ceremony at The Park Plaza Westminster, London, which took place on the 23rd of September.

The win celebrates Firstsource’s work with NOW TV to deliver top quality customer experiences, and recognises the recent implementation of solutions such as text analytics and team-leader led coaching to produce record-breaking customer experience metrics. This is the second year in a row that Firstsource and NOW TV have been recognised at the awards, following last year’s win in the Transformation at the Heart category.

Firstsource’s work with giffgaff was also celebrated at the awards ceremony. Having partnered with giffgaff since its launch, Firstsource has been instrumental in running a member service model that allows members to interact with one another to answer questions and find solutions.

Commenting on the awards, Shalabh Jain, President and COO, Customer Management at Firstsource Solutions, said: “As long-standing partners to NOW TV and giffgaff, the wins are testament to the dedication of our superb teams. We work our hardest to become a strategic and collaborative partner with our clients, so we’re delighted that this has been recognised at the UK Customer Experience Awards this year.”

Richard Thompson, Head of Customer Operations at NOW TV, added: “We’re delighted that our partnership with Firstsource has delivered award-winning results. Together we have helped customers across the UK enjoy the TV they love, contract-free. With Firstsource’s support we have been able to deliver exceptional customer satisfaction and most recently launch the UK’s first ever contract-free triple play bundle, for which we will continue to give our customers a service of excellence they expect.”

Adele Shaw, Head of Member Services at giffgaff, added: “Firstsource have supported our member support services since our launch, and have consistently ensured we deliver the best member experience possible. By working with Firstsource to develop our contact response system, we’re thrilled to have been awarded silver at the UK Customer Experience Awards”