company overview september 9, 2015. what is bpo firstsource overview a people centric company a...

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. ”


Why Outsource?

• Enable focus on core competencies

• Rapid growth opportunities

• Changes in industry landscape

• Constant technology changes

• Viable cost structure


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


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



A CAREER IN BPO


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)


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 – 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 – 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”


• Acquired Business Process Management, US

• IPO and successful listing on Indian stock markets

• Expanded Indian operations in Tier-II cities


• 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


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


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



A CAREER IN BPO


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 – 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.


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



A CAREER IN BPO


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


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)

company overview september 9, 2015. what is bpo firstsource overview a people centric company a...

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bpo firstsource overview

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pure play bpo company

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