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FIRSTSOURCE AT A GLANCE
GLOBAL FOOTPRINT
INDUSTRY EXPERTISE
COMPANY OVERVIEW
Firstsource is a leading global BPO (business process
outsourcing) service provider. Firstsource provides customised
back office and contact centre solutions to leading Financial
Services, Telecommunications & Media and HealthcareCompanies;
including 20 FTSE 100 and Fortune 500 companies. Firstsource has a
global delivery model (70% ofrevenues derived onshore) with
delivery centres across India, US, UK, Argentina and
Philippines.
Firstsources UK business is headquartered in London. The region
contributes to 26% of the total revenue and 6,000employees serve
Firstsources UK clients, 1,200+ of whom are located at its onshore
delivery centres in Belfast andLondonderry.
CORPORATE INFORMATION
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188
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377
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300
350
400
2005 2006 2007 2008 2009
Revenues in US $ Million
CAGR FY 2005-09 39%
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Established 2001
Employees 21000+
Major Shareholders ICICI Group, Metavante,Temasek, Sequoia
Capital
Revenues US $ 377 million (March 2009)
AMERICAS
Regional officeBuffalo, NYOperations CentresUSA 14, Argentina
1
EUROPE
Regional officeLondonOperations CentresNorthern Ireland 2
ASIA
Regional officeMumbai, BangaloreOperations CentresIndia 24,
Philippines 1
Industry Segments Clients
FINANCIAL SERVICES Retai l Banking
Mortgages
Credit Cards
Life & Pensions
General Insurance
Top 3 UK high street bank
3 of the 5 largest US banks
Largest Indian private sector bank
Top UK mortgage lender
6 of the top 10 US credit card companies
Leading private Indian L&P provider
FTSE 100 general insurer
TELECOMS & MEDIA Fixed
Mobile
ISP
Pay TV(Satellite &
Cable)
Publishing
2 of the top 5 UK mobile operators
2 of the top 10 USA telecom operators
Largest UK fixed line operator
2 of the top 5 UK ISPs
L argest pay TV operators in UK and Australia
HEALTHCARE Health Insurance
Hospitals/Providers
3 Fortune 100 healthcare companies
1000 US companies including hospitals, large
physician groups and alternate site providers
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SERVICES
DIFFERENTIATORS
AWARDS & RECOGNITION
CONTACT
CUSTOMER ACQUISITION Order Management/Sales
Up Selling/ Cross Selling
CUSTOMER CARE Multi-Channel Customer Support (voice, email, web
chat)
Customer Enquiries Disputes and Complaints Resolution
Technical Support
Customer Retention
BACK OFFICE PROCESSING Mailroom Management
Application Processing (Credit Cards, Mortgages)
Transaction Processing (Claims Processing &
Adjudication)
Product Administration (Mortgage Servicing, Telecom
Provisioning)
Document Management
BILLING & COLLECTIONS Fraud Identification
Early (1st Party) Collections
3rd Party Recoveries
Skip Tracing
Deep Domain Expertise - Focus on providing end-to-end services
throughout customer lifecycle in 3 key industries of
Banking, Financial Services & Insurance, Telecommunications
& Media and Healthcare. This allows significant investments
tobe made to build quality operational delivery capabilities of the
focus sectors
Process Excellence Significant investment in Six Sigma and Lean
training, with over 1200 Six Sigma trained professionals
and over 90% of the operations management team Green Belt
trained, and all processes aligned to Six Sigma process
improvement
Global Delivery Model - Firstsource has expanded its operations
across the globe to offer its clients innovative delivery
solutions according to their specific requirements using the
rightshore model. Currently 70% of Firstsources revenues are
from onshore locations
Proven experience in implementing innovative partnership
structures:
o Assisted Build Out (ABO) work alongside the client in a
consulting role to set up a centre and get it running
o Build Transfer (BT) build a centre, recruit and train a team
and hand over to the client
o Build Operate Transfer (BOT) build a centre, recruit and train
a team, operate the centre for a period of time
with an option for the client to take over the centre
o Lift-out/TUPE deal take over existing client centres, assets
and employees under an outsourced contract
o Establishment of complete greenfield site on or offshore
Firstsource has established long-term strategic relationships
with its clients - In UK, 76% of revenues are derived from clients
of
more than 5 years and in US 50% of revenues in the BFSI and
Telecoms sectors are from clients of more than 5 years.
Everest Outsourcing Excellence Awards, 2008 Most Flexible
Partner with Lloyds TSB
Top 5 pure-play Indian BPO company - Ovum
Top 5 India-centric BPO company - Gartner
Top 10 UK contact centres - Marketing Magazine League table
National Outsourcing Association (NOA) award for Best Telecom
Outsourcing Project, 2007, Best Offshore BPO Project and
Best Financial Services Outsource Project 2005
Winners of IQPC Six Sigma excellence award, London
(Transactional services category)
WFMI Excellence Award 2009 - in two categories Single site
process improvement and Multi site best practice
Amongst the top 3 companies globally at the ERE 2009 Recruiting
Excellence Awards in the Best Recruiting Department of
the Year category
First pure play BPO company in the world to obtain ISO 20000 (IT
services management) and ISO 27001 (information
security management) certification
First BPO company to achieve Version 4.2 COPC-2000 CSR Base
Standard certification for inbound customer service
and back office processes
SAS 70 Type 2 certified for select client processes
Arul Nathaniel, Strategy Director
[email protected]
Firstsource Solutions Limited
Space One, 1 Beadon Road, London W6 0EA
T: +44 (0)20 8237 4500
F: +44 (0)20 8237 4501
www.firstsource.com
