The Business Challenge
Firstsource Solutions is a leading global provider of business process outsourcing (BPO) services offering a wide range of services across banking and financial services, telecommunications and media and the healthcare industry. Their Cardiff call centre wanted to launch a new initiative on site to engage their employees and to improve customer experience, quality and attrition.
Based on these objectives Sing & Inspire and Firstsource set up a workplace choir, called the Firstsource Inspire Choir and tailored this to the company working around their flexibility and time allocation for staff to make the choir as accessible as possible to all site staff. Included in the programme were various promotional activities, meetings with managers, performances and site visits. As this was a 6 month project sessions began in June and were set to end in November 2013.
The results speak for themselves. Beyond that there have been improvements in communication, health & wellbeing and confidence levels. Employees in the choir feel happier at work. The choir also played a big part in the Firstsource call centre being awarded ‘Outsourcing Partnership of year’ with BSkyB at the European Call Centre & Customer Service Awards 2013 and furthermore since.