About FirstLocate

Firstlocate provide client branded and non branded customer care, payment & management solutions for a variety of large scale clients with particular specialism in high volume complex product environments . Sophisticated systems and integrated telephony across 4 contact centres based in the UK enables Firstlocate to offer efficient and measureable call centre & customer care services. Firstlocate undertake many complex tasks for our clients all of which require detailed product and service knowledge, a high degree of customer care & empathy plus expertise in our client's products and tariffs. With excellent capacity and the ability to provide operational solutions that can meet our clients short or long term needs, or indeed unexpected immediate needs. Whatever your customer contact requirements, we will be able to offer a solution that meets or exceeds all of your expectations.

Quite simply, we can take over any part of your customer service, collections or billing process and offer improved efficiencies and major cost reductions whilst exceeding your service requirements. At all times, your outsourcing requirements are serviced within the UK and undertaken in a highly secure environment.

We operate a low stress environment and focus our staff on quality and efficient processes rather than revenue driven incentives. We invest in our staff making sure everyone has the right skills and opportunity to progress their career. We're not a sales based environment either - most of our calls are inbound and made for specific reasons by customers wishing to understand parts of their account bill or tariff.

We maintain inhouse developed billing & customer processing systems specifically designed to house and administer large volumes of customer accounts and products:

In each area, we are able to accept new customer business, process the transaction and reside the information within our inhouse developed systems. Ongoing customer management including statementing, collections, payments, billing, fulfilment, maintenance, renewals & marketing are all accommodated inhouse. Our services are offered across a variety of different sectors that involve managing large numbers of customer accounts on behalf of clients who maintain significant volumes of customer accounts. We are able to offer fixed seat, fixed task, cost plus or contingent billing tariffs to our corporate clients

Formed in 1999, Firstlocate provide innovative outsourcing services to clients in the Utility, Telecoms, Insurance and Central Government sectors. Our services are built around our innovative IT platform - Actius.

This enables us to reside customer account and billing information within a platform designed to manage customers in an efficient & comprehensive manner. From Customer account opening through to regular statementing, billing, tariff management, payment processing, dynamic pricing and revenue management.

Our systems, people and processes provide a unique way of migrating existing or new client customer portfolio to an environment where change can be quickly implemented and managed.

Firstlocate systems are able to house industry specific account management criteria - whether this be new insurance products, gas, electric or telecomms tariffs. This enables our clients to move into new markets far sooner than their existing systems might permit.

Of course, from your customer's perspective, they are dealing with our client as most activities are conducted within the client branding. Operating 4 call centres and the latest telephony technology enables us to acquire all apsects of a customer contact operation.

Other support services such as print and fulfiment places us in a position to operate as a standalone extention of a client's existing or new customer management operations.

Firstlocate undertake many complex tasks for our clients all of which require detailed product and service knowledge regarding all of our clients, their products and tariffs. With excellent capacity and the ability to provide operational solutions that can meet our clients short or long term needs, or indeed unexpected immediate needs, Whatever your customer contact requirements, we will be able to offer a solution that meets or exceeds all of your expectations.

Firstlocate provide innovative customer invoicing and statementing solutions, generated by our inhouse developed Actius customer platform. Interfacing to client systems is straightforward and enables the outsourcing of the billing process to Firstlocate. Whether you have a long term requirement or a short term need to outsrouce the production, accounting and collection of your customer billing and statementing, firstlocate are able to offer an effective and sophisticated solution. Our ability to respond immediately to client needs means no long lead times and a proven ability to help you "out of a fix" or indeed provide a long term solution. Losing any call in your contact centre ultimately means lower profits and increased customer disatisfaction. We can provide you with the assistance required to improve both of these areas. We can interpret your customer tariff or consumption information, undertake an invoicing or statementing run and provide the necessary infrastructure required to support the customer contact & payment process. We undertake complex tasks for our clients and our staff are highly experienced at servicing detailed tasks and processes. We can offer a variety of charging mechanisms - fixed seat, cost plus, fixed task or contingent billing.

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irstlocate undertake payment processing and the collection of live due balances, arrears and defaulted accounts in both client branded scenarios and our own in-house branded Customer Service teams or Recoveries function. Cost effective and performance targetted, many of the leading UK utility companesi now use Firstlocate for some or all of these disciplines. Whether you have a short term requirement for additional support to your existing operations or a need to outsource parts of your customer collections process, Firstlocate will offer a competitive solution backed up by class leading performance and customer satisfaction.

Firstlocate provide innovative customer invoicing and statementing solutions, generated by our inhouse developed Actius customer platform. Interfacing to client systems is straightforward and enables the outsourcing of the billing process to Firstlocate. Whether you have a long term requirement or a short term need to outsrouce the production, accounting and collection of your customer billing and statementing, firstlocate are able to offer an effective and sophisticated solution. Our ability to respond immediately to client needs means no long lead times and a proven ability to help you "out of a fix" or indeed provide a long term solution. Losing any call in your contact centre ultimately means lower profits and increased customer disatisfaction. We can provide you with the assistance required to improve both of these areas.

We can interpret your customer tariff or consumption information, undertake an invoicing or statementing run and provide the necessary infrastructure required to support the customer contact & payment process. We undertake complex tasks for our clients and our staff are highly experienced at servicing detailed tasks and processes. We can offer a variety of charging mechanisms - fixed seat, cost plus, fixed task or contingent billing.

Firstlocate are experts in resolving erroneously billed Utility accounts - this can include the correction of meter readings, tariffs, suspense payments and identification of supply periods and customer responsiblity. Many of the Uk's Utility companies now use Firstlocate in some of these areas and 14 years of specialism in this area enables us to provide an Industry leading performance.

Many of our staff have been with us for a considerable time. We pride ourselves on their continued skills development and career progression.

All services fulfilled in-house from our core back office systems to our printing, despatch and return mail services, these are all undertaken inhouse.

Firstlocate provide several levels of Return mail fulfilment. These range from becoming your mail return point with sortation and logging of returned items through to scanning and automatic updates in real time of your customer accounting systems. Additionally, we are also able to correct and redespatch erroneous items or identify new addresses for those customers who have moved. For further information on our services, please telephone 0113 297 7508.