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Company OverviewApril 19, 2023
WHAT IS BPO
FIRSTSOURCE OVERVIEW
A PEOPLE CENTRIC COMPANY
A CAREER IN BPO
Firstsource © 2007 | confidential | April 19, 2023 | 3
What is Business Process Outsourcing (BPO)?
“BPO refers to the delegation of one or more IT-intensive business
processes to an external provider who, in turn, owns, administrates
and manages the selected process (s), based upon defined and
measurable performance metrics. ”
Firstsource © 2007 | confidential | April 19, 2023 | 4
Why Outsource?
• Enable focus on core competencies
• Rapid growth opportunities
• Changes in industry landscape
• Constant technology changes
• Viable cost structure
Firstsource © 2007 | confidential | April 19, 2023 | 5
BPO Industry Overview
• The Global BPO industry potential is estimated to be US$700-800 billion by 2012
- Several times larger than the ITO business
- Dramatic transformation in the business in early 2000s with new players changing the industry dynamics by
• Low-cost offshore delivery
• Process Management Expertise
• The global offshore market potential is
estimated at US $220-280 billion by 2012,
out of which the current industry size is
about US $29 billion
India37%
C&EE*4%
Mexico5%
Ireland5%
Philippines
15%
Canada27%
China2% Others**
5%
100% = US$29 billion
Firstsource © 2007 | confidential | April 19, 2023 | 6
BPO Industry Overview
Employees (’000s) Revenues (US$ billion)
160
FY03
2.3
FY05
316
4.6553
FY07 FY08(E)^
8.4
704
10.9
The BPO industry is one of the fastest growing industries in India
Revenue growth CAGR of 37%
• Key facts about the Indian BPO industry:
• Export revenues: US$10.9 billion
• Employment: 704,000
• Number of vendors: 1,200+
• Key client geographies: North America and UK
• Key client verticals: Banking, Capital Markets and Insurance
• Key service segment: Customer Interaction & Support, F&A and vertical specific services
• Delivery footprint: Extends to 30+ cities in India and 25 countries across the globe
• Projected to grow to US $30 billion by 2012 directly contributing 1.5% of India’s GDP (including indirect contribution 3.5% of India’s GDP)
WHAT IS BPO
FIRSTSOURCE OVERVIEW
A PEOPLE CENTRIC COMPANY
A CAREER IN BPO
Firstsource © 2007 | confidential | April 19, 2023 | 8
A Leading Global Service Provider
Tier 1 global service provider
Tier 1 global service provider
• Founded in 2001 • Over 26,432 employees worldwide• 45 global delivery centers across US, UK, APAC and Latin America
Strategic focusStrategic focus
• Offerings in the financial services, telecom and media, and healthcare verticals• Full range of services across contact center, transaction services, collections and
research• Global organizations as customers, including leading Fortune 500 and FTSE 100
companies
Strong financialsStrong financials
Blue chip shareholders
Blue chip shareholders
• ICICI Bank (India’s largest private sector bank)• Temasek Holdings (Asian investment fund with a portfolio of ~US$ 100 bn)• Metavante (top 3 US bank technology and payments processors)• Sequoia Capital (California/US based VC company)• Warburg Pincus (leading investment banking and private equity firm)
• FY09 Total income - $376.5 Mn (YoY growth of 25.7%)
332
194
123
73
376.5
0
100
200
300
400
FY2005 FY2006 FY2007 FY2008 FY2009
Total Income (in USD Mn)
Firstsource © 2007 | confidential | April 19, 2023 | 9
Industry Recognition & Key CertificationsKey Certifications
First pure play BPO company in the world to secure ISO 20000 & ISO 27001 certifications
First pure play BPO company in the world to secure ISO 20000 & ISO 27001 certifications
First pure play BPO in the world to achieve COPC-2000 CSP certificationVer 4.2
certifiedVer 4.2 certified
SAS 70 type 2 compliant for select client processes
Awards and Recognitions
Winners in the “Most flexible Partnership” category at the Outsourcing Excellence Awards, 2008 - Lloyds TSB and Firstsource
Won 3 awards in the 2008 IQPC Six Sigma summits held in USA and UK. Categories were
• “Best Project in Services & Transaction” (1st Place in UK)
• “Best Project in Services & Transaction” (3rd Place in USA)
• “Deployment Leader” (Runners up)
Healthcare Provider services peer reviewed and approved by Healthcare Financial Management Association (HFMA)
Finalists in the “Best Achievement of Six Sigma in Service & Transactional Environments” category at TGSSA, USA
Recognized as one of the top 100 companies in the world by CIO magazine for the innovative use of IT
Best Telecom Outsourcing Project, 2007
“Financial Services Outsourcing Project of the Year”, 2005
“Offshore Operation of the Year”, 2005
Firstsource © 2007 | confidential | April 19, 2023 | 10
Firstsource – Through the years
• ICICI Bank sets up Firstsource as ICICI Infotech Upstream Ltd.
• Name changed to ICICI OneSource
• Acquired Customer Asset, India
• Acquired FirstRing India
• Investment by WestBridge (now managed by Sequoia Capital)
• Acquired majority stake in Pipal Research, US
• Investment by Temasek
• Acquired Accounts Solution Group, US
2001 2002 2003 2004
• Customer Service for UK market
• Backoffice Processing
• Customer Service
• Telemarketing to US market
• Collections for US market
Firstsource © 2007 | confidential | April 19, 2023 | 11
Firstsource – Through the years
• Exceeded 5,000 employees
• Acquired RevIT, India
• Inked strategic partnership with Metavante
• Started operations in Northern Ireland and Argentina
• Change of name to “Firstsource Solutions Limited”
• Exceeded 10,000 employees
• Acquired Business Process Management, US
• IPO and successful listing on Indian stock markets
• Expanded Indian operations in Tier-II cities
• Exceeded 15,000 employees
• Acquired MedAssist, US
2005 2006 2007
• Healthcare
• Publishing
• Bank technology
• Payment processing (Metavante)
• Healthcare claims (BPM)
• APAC market
• Revenue cycle management services to Healthcare industry
2008
• Signed a 5 year , US $ 80 million outsourcing deal with Barclaycard US
• Exceeded 22,520 employees.
• Customer Care & Collections Support
Firstsource © 2007 | confidential | April 19, 2023 | 12
India
•Mumbai (5)
Bangalore(3) •
•Gurgaon
•Chennai (3)
•Trichy (2)•Pondicherry
•Kolkata
•Vijayawada
Kochi •
Hubli •
Philippines
•Indore
Scalable, Global Delivery Platform
14 Centers
North America
1 Center
• Manila
• Belleville, IL• Amherst, NY• Columbus, OH• Colorado Springs, CO• Fort Scott, KS• Kingston, NY• La Porte, IN• Louisville, KY• Miami, FL• Nashua, NH• Rockford, IL• Salt Lake City, UT
2 Centers
• Belfast• Londonderry
Northern Ireland
26 Centers
August 2009August 2009 Centers: 44Centers: 44 Employees: 23,355 Employees: 23,355 Countries: 5Countries: 5 Seats: 19,587Seats: 19,587
1 Center
Argentina
• Buenos Aires
Enhanced business continuity capability Enhanced business continuity capability Blended onshore and offshore model
Blended onshore and offshore model
Proximity to clientsProximity to clients
•Delhi•Jalandhar
•Bhubaneswar
•Siliguri
•Coimbatore
•Bhopal
Firstsource © 2007 | confidential | April 19, 2023 | 13
Our Values
• Respect: We trust and respect all employees. We take pride in our work. We value feedback and opinion of our employees and clients
• Teamwork: Develop high performance teams to realize our vision. We believe that Together Everyone Achieves More.
• People Centricity: Organization has to be sensitive towards employees’ needs and aspirations. Provide them opportunity for personal and professional growth.
• Integrity: Fairness and Consistency in handling integrity issues. Commitment towards ensuring accuracy and integrity of data. Zero tolerance for falsification of data or information
• Transparency: Key to create and maintain trust. Hence, our leaders are accessible and open, our policies and goals clearly defined
• Fun: We work to providing opportunity for fun at the workplace by creating the right environment and by exciting initiatives.
WHAT IS BPO
FIRSTSOURCE OVERVIEW
A PEOPLE CENTRIC COMPANY
A CAREER IN BPO
Firstsource © 2007 | confidential | April 19, 2023 | 15
People-centric approach to Human Resources
• Brand built around a core of professionalism, meritocracy and innovation
• Multiple levels of vertical and horizontal career growth
• Focus on training
• Innovative HR practices
Firstsource © 2007 | confidential | April 19, 2023 | 16
Firstsource – Building Careers
• We are committed to develop and grow our employees; close to 75% of the positions
at executive level & above are filled from within.
• Wings Within – Internal Mobility Program provides greater visibility to career
opportunities in various departments within the organizations
- A transparent & Objective assessment of employees using multiple competencies,
multiple assessors and multiple exercises.
• Achieve Challenge Enable ACE – Online Performance Management, Goal Setting and
Appraisal System
• The Firstsource Spirit – Competency Framework (A quick reference for behaviors
expected at all levels)
• 360 degree feedback - The objective of this feedback is to increase self-awareness on
leadership style and behaviors as perceived managers, peers/internal customers and
direct reports.
600+ employees were promoted in the last financial year.
Firstsource © 2007 | confidential | April 19, 2023 | 17
A Progressive Career PathMULTIPLE LEVELS OF VERTICAL AND HORIZONTAL CAREER GROWTH FOR EACH EMPLOYEE
CSA
Team executive QualityQualityProcess Process AnalystAnalyst
TrainingTraining TechnologyTechnology
HR/Admin/ HR/Admin/ MarketingMarketing
Process Leader / Sr. Executive
Assistant Manager
Manager
DGM
GM
ADC
IJP
VP
WHAT IS BPO
FIRSTSOURCE OVERVIEW
A PEOPLE CENTRIC COMPANY
A CAREER IN BPO
Firstsource © 2007 | confidential | April 19, 2023 | 19
What you can expect from us
• A chance to associate with a leader in the field
• An opportunity to acquire global learning's and above industry growth rates
• A professional environment where your contributions are acknowledged and
valued
• A meritocracy where all employees are equal
• A management that is keen to constantly communicate with you
• Training and skills enhancement to ensure a fulfilling corporate career for
you
Firstsource © 2007 | confidential | April 19, 2023 | 20
Opportunities At Firstsource
We are looking at hiring for
Work Force Management Process Excellence
Location – One of our centers in India
Compensation - INR 6.5 lacs - per annum for Freshers / Experience less than 24 months
- For experience candidates (more than 24 months) compensation will be evaluated on case
specific basis
THANK YOUFirstsource (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL@IN) is a
global provider of BPO (business process outsourcing) services headquartered in India.
Firstsource provides customized business process management to global leaders in the
Banking & Financial Services, Telecom & Media and Healthcare sectors. Its clients
include Fortune 500 Financial Services, Telecommunications and Healthcare companies.
Firstsource has a global delivery model with operations in India, US, UK, Argentina and
Philippines. (www.firstsource.com)