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Contact Center
Overview

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customer
interactions
web chats email
responses
back office
transactions
200 Million 3.1 Million 3.7 Million 2 Billion
FirstsourceExperiencein
ContactCenter
countries
6
US
5100
UK
4036
INDIA
5200
PHILIPPINES
1200+
300+
MEXICO
350+
COLUMBIA
centers
43
customer
experience experts
16,000
• Member and Provider
Contact Center
• Remote Patient Monitoring
• Medical Adherence
• Gaps in Care Closure
• Appointment Scheduling,
re-scheduling, Home health
visit, Telehealth support
• Digital Patient
Engagement
• Eligibility and Benefits
Queries
• Claims Status, COVID-19
enquiries
• ID Card requests
• Billing Inquiries
• Authorization Status check
• Order Status Updates
• Payment Processing
• Order upgrades/
Cancellation orders
• Customer Service
• Collections &
Recoveries
• Billing, Payment enquiry &
complaints resolution
• Payment Postings
• 3rd Party Plan Collections
Major Call Types
Healthcare Contact Center
Supporting Medicaid, Medicare,
Commercial Lines of Businesses
An American Integrated Managed Care
Consortium
A nonprofit health maintenance organization,
part of the Blue Cross Blue Shield association
A Leading Regional Blue Plan
The largest Blue Plan in the state of
Hawaii
A managed care company providing health
insurance to individuals through government
programs such as Medicaid and Medicare
Leading provider of in-home and mobile
health clinic health assessments and care
management solutions
A Leading Novel Business Healthcare
Company
Outcomes Delivered
Decrease in ACHT by 25%
30% calls deflected through digitization
Increased Digital adoption among Members
and Providers
Improved abandonment rate <3% from 7+%
Improved CSAT score by 10%

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HealthcareContactCenterExperience
Overall ~ 1500 Healthcare Contact Center Associates spread across US, India and Philippines handling 10 – 12 million annual interactions
A Leading Regional Blue Plan
Scope: Member and Provider Calls
Delivery Location: US
FTE Count: 150+
The largest Blue Plan in the state of Hawaii
Scope: Provider calls for Eligibility, Benefits,
and Claims
Delivery Location: Cebu, Philippines
FTE Count: 150+
Fortune 500 Multi-State Health Care
Organization
Scope: Medicaid Member and Provider
Inbound Calls
Delivery Location: US
FTE Count: 475+
Leading provider of in-home and
mobile health clinic solutions.
Scope: Member Outbound Calls
Delivery Location: US
FTE Count: 150+
An American integrated managed care
consortium, based in California
Scope: Member Inbound and Outbound calls
Delivery Location: US
FTE Count: 120+
One of the Top 10 Health Plans
Scope: Member and Provider Calls
Delivery Location: US
FTE Count: 300+

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DeliveredOutcomesThatTrulyMatterToOurClients
15% - 20% AHT improvement
using Conversational AI
and ACW Automation
> 20% deflection of
calls using VIVR and
Live Chat
20%-30%
Cost reduction
5% - 10% increase in
Quality and Compliance
Improved Member
Satisfaction and Agent
Experience
A Fortune 500 company
• Medicaid and Market Place
supported by ~300 agents with
100% work from home model
• >2.9M Member inbound calls
annually and Call Quality Score
of >90%
A leading non-profit HMO Blues
Plan
• Implemented a Decision Tree-
based Tool
• 80% - 90% improvement in
Quality Performance for new
hires
• Overall reduction in ACHT by
25%, leading to higher agent
utilization
A leading East Coast Blue health
plan
• Meeting and exceeding MTM
goals for last 9 months in a row
• Exceeding Call Quality
Performance for last 24
months in a row
• Monthly Call Quality Goal >=
91%
A Leading Blue Plan in the U.S.
• Deployed resources to handle
90,000+ monthly call volumes
meeting all the services levels
and abandonment rate < 2%
A Leading Blue plan in the
Midwest
• Across multiple LOBs,
supported by 275+ agents
handling > 600K Member and
Provider inbound calls annually
and a Call Quality Score of 88%
Impact of Healthcare Contact Center services

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3P Framework- SolutionGuidingPrinciples
Contact
Avoidance
Baseline
Contact
Deflection
Contact
Handling
Efficiency
Transformation
Driven Cost Savings
• Reduce the overall
call volume
• Analyze and eliminate
the need for
customer to contact
• Digital member and
provider engagement
and outreach
• Introduce self-service
channels
• Direct customer to the
preferred low-cost
channels.
• Automate the process
• Maximize contact efficiency
• Reduce efforts with Entity Extraction
• Improve agent utilization
• Next Best Action for Agents
• Call Summary and Disposition
• In-Call Automation
• After Call Work (ACW) Automation
• QA Automation
TRANSFORMATION PROGRAM
OPTIMIZED
PREVENT PREDICT PROCESS
(15%-20%)
(5%-10%) (5%-10%)
PREVENT
PREDICT
PROCESS

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OurSpectrumofSolutionComponentsAcrosstheCustomerServiceValueChain
Higher inflow of call
volume
Multiple
applications to
navigate
Inadequate and
incomplete case
notes by the
agents
Lower Call
quality leading
to client
dissatisfaction
and penalties
Yonyx
Decision Tree
First Assist
Conversational AI - Agent Assist
Industry
Challenges
Visual IVR
with Live Chat
First Customer
Intelligence
Celonis – Process Mining, EMS and Digital Twin
Customer Service Operations
Transition & Process Improvements

© Firstsource Solutions Limited | Confidential |
www.firstsource.com
Helping customers stay ahead of the
curve through transformational
technologies and capabilities
Firstsource Solutions Limited, a RP-Sanjiv Goenka Group company, is a
leading provider of transformational solutions and services spanning the
customer lifecycle across Healthcare, Banking and Financial Services,
Communications, Media and Technology and other industries.
Our ‘Digital First, Digital Now’ approach helps organizations reinvent
operations and reimagine business models, enabling them to deliver
moments that matter and build competitive advantage.
With an established presence in the US, the UK, India and the
Philippines, we act as a trusted growth partner for over 100 leading
global brands, including several Fortune 500 and FTSE 100 companies.