Shawbrook Bank appoints Firstsource to develop contact center service

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 and commercial bank rapidly growing company 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 inquiries.

Paul Went, MD Consumer 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 an all-important human touch. This approach is only possible by working with the best technologies and data 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, providing practical and personal assistance in times when a human voice can make such a difference.

Rajiv Malhotra, Head of Europe, Firstsource, comments: “We have a rich history of providing customer support services to banks 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, 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 like loan or refinance applications.
“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 has set up state-of-the-art customer service operations for Shawbrook at its Pontypridd centre.

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.