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Company Overview September 8, 2014. WHAT IS BPO FIRSTSOURCE OVERVIEW A PEOPLE CENTRIC COMPANY A CAREER IN BPO. What is Business Process Outsourcing (BPO)?.

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Company Overview September 8, 2014

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Company overview september 8 2014

Company Overview

September 8, 2014


Company overview september 8 2014

WHAT IS BPO

FIRSTSOURCE OVERVIEW

A PEOPLE CENTRIC COMPANY

A CAREER IN BPO


What is business process outsourcing bpo

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

Why Outsource?

  • Enable focus on core competencies

  • Rapid growth opportunities

  • Changes in industry landscape

  • Constant technology changes

  • Viable cost structure


Bpo industry overview

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

100% = US$29 billion


Bpo industry overview1

  • 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)

Employees (’000s)

Revenues (US$ billion)

BPO Industry Overview

The BPO industry is one of the fastest growing industries in India

10.9

8.4

Revenue growth CAGR of 37%

704

553

4.6

316

2.3

160

FY03

FY05

FY07

FY08(E)^


Company overview september 8 2014

WHAT IS BPO

FIRSTSOURCE OVERVIEW

A PEOPLE CENTRIC COMPANY

A CAREER IN BPO


A leading global service provider

A Leading Global Service Provider

  • Founded in 2001

  • Over 26,432 employees worldwide

  • 45 global delivery centers across US, UK, APAC and Latin America

Tier 1 global service provider

  • FY09 Total income - $376.5 Mn (YoY growth of 25.7%)

Strong financials

  • 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

Strategic focus

  • 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)

Blue chip shareholders


Industry recognition key certifications

Industry Recognition & Key Certifications

First pure play BPO in the world to achieve COPC-2000 CSP certification

Ver 4.2 certified

Awards and Recognitions

Key Certifications

Winners in the “Most flexible Partnership” category at the Outsourcing Excellence Awards, 2008 - Lloyds TSB and Firstsource

Healthcare Provider services peer reviewed and approved by Healthcare Financial Management Association (HFMA)

Best Telecom Outsourcing Project, 2007

“Financial Services Outsourcing Project of the Year”, 2005

“Offshore Operation of the Year”, 2005

First pure play BPO company in the world to secure ISO 20000 & ISO 27001 certifications

  • 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)

Recognized as one of the top 100 companies in the world by CIO magazine for the innovative use of IT

SAS 70 type 2 compliant for select client processes

Finalists in the “Best Achievement of Six Sigma in Service & Transactional Environments” category at TGSSA, USA


Firstsource through the years

Firstsource – Through the years

2001

2002

2003

2004

  • 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

  • Customer Service for UK market

  • Backoffice Processing

  • Customer Service

  • Telemarketing to US market

  • Collections for US market


Firstsource through the years1

Firstsource – Through the years

2007

2005

2008

2006

  • IPO and successful listing on Indian stock markets

  • Expanded Indian operations in Tier-II cities

  • Exceeded 15,000 employees

  • Acquired MedAssist, US

  • Exceeded 5,000 employees

  • Acquired RevIT, India

  • Signed a 5 year , US $ 80 million outsourcing deal with Barclaycard US

  • Exceeded 22,520 employees.

  • 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

  • Bank technology

  • Payment processing (Metavante)

  • Healthcare claims (BPM)

  • APAC market

  • Revenue cycle management services to Healthcare industry

  • Customer Care & Collections Support

  • Healthcare

  • Publishing


Scalable global delivery platform

Enhanced business continuity capability

Scalable, Global Delivery Platform

August 2009

Seats: 19,587

Countries: 5

Centers:44

Employees: 23,355

Blended onshore and offshore model

Proximity to clients

•Jalandhar

  • Delhi

North America

  • Gurgaon

  • Siliguri

Northern Ireland

  • Bhopal

  • Indore

  • Kolkata

  • Bhubaneswar

  • Mumbai (5)

  • 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

  • Vijayawada

Hubli •

  • Belfast

  • Londonderry

Bangalore(3) •

  • Chennai (3)

  • Pondicherry

Philippines

2 Centers

  • Trichy (2)

Kochi •

India

  • Coimbatore

  • Manila

Argentina

1 Center

14 Centers

26 Centers

  • Buenos Aires

1 Center


Our values

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.


Company overview september 8 2014

WHAT IS BPO

FIRSTSOURCE OVERVIEW

A PEOPLE CENTRIC COMPANY

A CAREER IN BPO


People centric approach to human resources

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

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 path

A Progressive Career Path

MULTIPLE LEVELS OF VERTICAL AND HORIZONTAL CAREER GROWTH FOR EACH EMPLOYEE

VP

GM

DGM

Manager

Assistant Manager

Process Leader / Sr. Executive

IJP

HR/Admin/ Marketing

Process Analyst

Team executive

Quality

Training

Technology

ADC

CSA


Company overview september 8 2014

WHAT IS BPO

FIRSTSOURCE OVERVIEW

A PEOPLE CENTRIC COMPANY

A CAREER IN BPO


What you can expect from us

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

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 you

THANK YOU

Firstsource (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: [email protected]) 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)


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