Firstsource: Shawbrook Bank appoints Firstsource as contact center partner

Specialty bank extends multi-channel commitment to customer experience

London, United Kingdom, November 8, 2022: 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 retail bank and fast-growing specialty business, to increase its customer service capacity for its retail banking users.

With over 300,000 active and engaged customers, Shawbrook offers highly personalized and convenient loan 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 outsourcing provider for customer savings inquiries.

Paul Went, Consumer MD at Shawbrook Bank said “This partnership underscores our desire to offer our customers the best of both worlds: the ease and efficiency of state-of-the-art technology combined with the most important human touch. This approach is only possible by working with best-in-class technology and data from providers like Firstsource.

“Our goal is to provide exceptional customer service to meet the needs and preferences of our customers, including the channels through which they wish to interact with us. Working with Firstsource increases our ability to have high quality telephone conversations with customers , offering practical services and personal assistance at those times when a human voice can make such a difference.”

Rajiv Malhotra, Head of Europe, Firstsource, commented, “We have a rich history of providing customer support services to banks and have recently helped them implement digital-first offerings. This is our first partnership with a specialized bank and an opportunity to bring our Digital-First, Digital-Now and people-centered approach to this environment.

“In our conversations with Shawbrook, the focus on customer service and supporting people was evident. Shawbrook is strong at delivering a digital experience, but there’s no substitute for calling your bank with complicated questions 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 philosophy.”

Firstsource have set up state-of-the-art customer service operations for Shawbrook at their center in Pontypridd.

Operating in the UK since 2006, Firstsource has over 5,000 employees across six regional sites. It serves market-leading UK businesses in retail banking, insurance, media, telecommunications, utilities and life sciences.

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About First Source

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE:FSL, BSE:532809, Reuters:FISO.BO, Bloomberg:[email protected]), is a leading provider of transformational solutions and services spanning the of the customer’s life in the fields of health and banking. and financial services, communications, media and technology and other industries. The company’s “Digital First, Digital Now” approach helps organizations reinvent operations and rethink business models, enabling them to deliver the moments that matter and create competitive advantage. With an established presence in the US, UK, India and the Philippines, Firstsource acts as a trusted growth partner for over 100 leading global brands, including several Fortune 500 and FTSE 100 companies.

About Shawbrook Bank

Shawbrook is designed to accommodate the individuality, diversity and dynamics of the modern world. We are driven by our purpose, to drive ingenuity to create opportunity, every day. Leveraging strong digital capabilities to complement deep human expertise, our “best of both worlds” proposition is uniquely positioned to provide tailored financial solutions to those with immediate and often complex needs. We offer a diverse range of convenient loan and savings products through three client franchises to serve consumers, businesses and real estate professionals.

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