Firstsource decided to focus on the Asia market realizing that companies in the continent were looking to reap the same benefits of BPO services that companies across the US and Europe had been deriving. As companies were seeking more value beyond just cost arbitrage from their outsourcing partners, the move to focus on the Asia market worked well for Firstsource. Today, Firstsource works with India’s leading private insurance company, ICICI Prudential and also one of India’s leading asset finance providers. The company is also the outsourcing services provider, delivering strategic benefits, for Airtel, Idea and Vodafone, three of India’s top 5 telecom providers. Firstsource also took a strategic decision to acquire 74% stake in Sri Lanka’s telecom service provider Dialog Axiata PLC’s BPO arm. The two firms formed a joint venture company called Firstsource-Dialog Solutions to manage Dialog’s customer contact management operations across its mobile, fixed line, pay television and broadband businesses. The move will enable Firstsource further expand its presence in South Asia.
By outsourcing business processes, Firstsource was able to help companies in the market realize strategic benefits including:
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The freedom to focus on core competencies like product development & brand building |
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Enhance operational flexibility and business continuity |
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Lower operational cost through improved process productivity |
Firstsource delivers customized BPO services from over 25 pan-India service delivery centers, including tier I and tier II cities, servicing customers in 12 different languages. The company also has centers in Sri Lanka and Philippines. The International Association of Outsourcing Professionals (IAOP) has recognized the company as a BPO leader for the years 2009 and 2010, serving the India geography. Firstsource’s workforce of over 10000 professionals , undertaking customer-centric initiatives from across India, makes it one of the largest BPOs serving the geography.
Firstsource's Expertise
Firstsource extends the following advantages:
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Deep domain expertise in customer management |
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Global operational standards |
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Financial strength to grow and expand |
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Experienced management & operations team |
At Firstsource Solutions, the team is driven by the commitment to earn and retain trust across all client relationships. The company’s biggest clients today had started with just a few seats or FTEs years ago. In any given year, over 90% of the company’s revenues comes from existing clients, which the team believes is the best endorsement of Firstsource’s focus on customer-centricity.
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