Firstsource Inspire Choir

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.

"I am delighted with the results of the Firstsource Inspire Choir, the staff are really enjoying every minute of it and their enthusiasm is spreading across the entire centre. I have seen improvements in every KPI across the choir and it has been an amazing story of success for staff engagement."

Kathryn Chivers
General Manager, Cardiff
Firstsource Solutions Limited


Firstsource Solutions

The Solution

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

The results speak for themselves. Firstsource has seen an overall improvement of 8% in quality and 10% in outages. Sales have also increased by 10%! 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. Following the success of this initial project the partnership has been extended for a further six months.


Able to concentrate better in work and feel calmer on the phones.

Do not have heart problems anymore, this has given me the energy to succeed in both my mind body & soul development

Firstsource employees

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Headline results

  •   An overall quality improvement of 8%
  •   An average outage improvement of 10%
  •   There has been an average increase of 10% in sales
  •   Improved communication with customers and colleagues

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