Multi-channel customer experience and business process management expertsAt Firstsource, we help transform and grow our clients' businesses by solving business challenges.

We are trusted custodians and long-term partners to 100+ leading brands in India, the Philippines, the UK and the US across the

Banking, Financial Services and Insurance, Healthcare, Telecommunications and Media sectors.

We challenge briefs and ask the questions others won’t, working on outcome-based principles to deliver game changing results for

our clients and their customers.

Our experienced experts are a key strength, along with our advanced analytics capabilities and technology solutions which help our

clients improve their bottom line.

Global Statistics

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Fast Facts

Industry Sectors

Global WorkforceEstablished25,500+2001

Global Presence

4 Countries, 47 Centers

Net Revenue

USD 497 Million (Year ending March 31, 2016)

Stock SymbolBSE – 532809NSE – FSL

31.2% 32.9% 35.6%Others0.2%

BFSI Telecom & Media HealthcareRevenue - By Industry

Revenue - By Region

ROW56.2% 37.6% 5.6%

USA UK India0.6%

Customer Management

50.5% 5.6%Domestic (India)

10.8%Collections

33.0%HealthcareRevenue -

By Segments

Insurance

Healthcare

Banking and Financial

Banking and Banking and

Healthcare

Mortgages

Telecomms & Media

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Service OfferingsFirstsource offers wide range of services throughout the customer lifecycle journey – broadly categorised as:

Firstsource has been providing

innovative collections and recovery

solutions to global organisations. Our

customer-centric approach, supported

by industry best business intelligence,

enables us to deliver exceptional

results while extending the brand of

the clients with whom we work.

CollectionsGlobal operations, different time zones

and customer demands for a seamless

service can make paper-based

processes a challenge for companies.

Firstource’s comprehensive, targeted

suite of data processing services has

been designed to address these very

specific business needs.

Transaction ProcessingWe leverage our deep domain

expertise to help clients across

sectors, demographics and

geographies throught their entire

customer management lifecycle –

Customer Acquisition, Customer

Account Services, Customer

Retention and Collection &

Recoveries.

Customer Management

Annual Delivery

CUSTOMER INTERACTIONS

EMAILS WEB CHATS BACK OFFICETRANSACTIONS200 million

customerinteractions

4 millionemails

3 millionweb chats

2 billionback office

transactions

Global Presence

PHILLIPINES

UNITED KINGDOM

UNITED STATES18 - Centres

4,265 - Employees

7 - Centres4,726 - Employees

2 - Centres913 - Employees

20 - Centres15,573 - Employees

INDIA

BANK

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Client Profile

Awards & Accolades

‘Ranked 6 among the Top 10 ITES- BPO companies in FY2016

NASSCOM’s Annual RatingsUK Customer Experience

Awards 2016Winner: Technology & Telecoms

(NOW TV and Firstsource)Silver award in the ‘Engaging Customers

Online’ (giffgaff and Firstsource)

‘Best B-school recruiting programme’‘Organisation with Innovative HR Practices’

‘Best HR Strategy in line with Business’

Asia’s Best Employer Brand Awards 2016

Won for Customer Value Enhancement in the Contact Centre

Outsourcing Domain

Frost & Sullivan Asia Pacific Best Practices Award 2015

Telecomms & Media– 1 of the Top 10 US Telecom Companies

– A Leading MVNO (Mobile Virtual Network

Operator) in the UK

– Largest Pay TV operator in the UK

– Global Provider of Telecom Equipment and

Networks

– 1 of the Top 5 Mobile Companies in India

– One of the world’s largest Media &

Entertainment conglomerates

– UK’s largest News & Broadcasting company

Healthcare– 5 of the top 10 Health

insurance / managed care

companies in the US

– 650+ hospitals in the US

Mortgage - US– A full-service direct lender founded

in 1990

- One of the largest independent loan

servicers in the U.S.

- Sixth largest bank in North America

- Nation's Leading Online

Marketplace for Buying and Selling

Real Estate

- Leading global financial services firm

- Private mortgage insurance

company

- Privately held mortgage-banking firm

- One of the largest global banks

- Full-service mortgage lender

providing loan originations and loan

servicing

- Leading provider of end-to-end

mortgage solutions through its

subsidiary

- One of the nation's largest and

strongest financial services

institutions

Banking & Financial Services– 6 of the top 10 U.S. credit

card issuers

– A Leading Irish Bank

– Largest credit card issuer in the UK

– Largest retail bank and mortgage

lender in the UK

– 1 of the top 3 motor insurance

companies in the UK

– 1 of the leading auto insurers

in the U.S.

– India’s leading private life insurer

- Over 100 global clients including 17 Fortune 500 and 9 FTSE 100 companies.

Insurance– One of the Top 3 Car Insurance

Companies in the UK

– One of the leading Auto

Insurers in the US

– India’s Leading Private Life Insurer

Our Values

I I P A C EINNOVATION INTEGRITY PEOPLE

CENTRICITYAGILITY COLLABORATION EXCELLENCE

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Senior Leadership

Rajesh Subramaniam Dinesh Jain

Venkataraman K. R. Shalabh Jain

Erik Anderson Arjun Mitra

Arun Tyagi Deepti Mittal

Siddharth Parashar Rick Sturge

Soma Pandey Ajit Aloz

Managing Director & Chief Executive O�cer

President & Chief Financial O�cer

President & Chief Executive O�cer, Healthcare

President & Chief Operating O�cer, Customer Management

President & Chief Executive O�cer, ISGN Solutions

Executive Vice President, Collections

Executive Vice President & Head of ACM Domestic Business

Senior Vice President, Global Governance & Strategic Initiatives

Executive Vice President and Global Head of Client Relationship Management

Executive Vice President, Business Development

Chief HR O�cer Senior Vice President & Chief Technology O�cer