Firstsource · Annual Report 2025–26

Intelligence That Operates

25 years of building intelligent operations. A year of accelerating growth. ries, and stand behind the outcomes.

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Highlights

FY26 Highlights

19.7%

YoY Growth

large deals

$1B+

Revenue milestone crossed

36,205

Firstsourcers

Nationalities

48.5%

women in workforce

Top 1%

S&P Global Sustainability Yearbook, third year running

79,005

lives impacted through CSR

31%

reduction in scope 2 emissions

From our leaders

The next chapter will be defined by how intelligently we grow and how consistently we create enduring value.

Dr. Sanjiv Goenka

Chairman

Clients are not coming to Firstsource for capacity. They are coming to redesign how operations work.

Ritesh Idnani

MD and CEO

From our clients

Not just an extension resource. Truly part of our team.

Joseph Pergola

Chief Financial Officer, Truckstop

Intelligence is the currency. Firstsource brings the best practices.

Kelli Clifton Ogunsanya

Chief Operating Officer, Delta Dental of Colorado

It was not about jobs going away. It was about doing the job better.

‍

Danny Choi

Contact Center Transformation Lead, Aptia

Proof in Production · Featured Partnership

25 years of building together

A shared story of trust, evolution, and what client partnership really looks like.

Watch the film

2001

Partnership begins

2005–2012

Scaled across voice and back-office as Sky expanded

2013–2018

Navigated the shift from broadcast to streaming

2019–2022

Analytics and AI-powered quality management deployed

2023–2026

Intelligence That Operates era. Agentic AI in production.

2026

25 years. Still building.

High standards, accountability, and a shared commitment to doing what we say we will. That is what has enabled this relationship to evolve and endure.

Alison Varney

Managing Director, Sky Customer Services Group

Proof in Production

Real outcomes. Not pilots.

Healthcare · Provider

Denials management and appeals

75%+

Faster appeals

5%+

Monthly collections growth

$2.5M

Claims backlog resolved

Healthcare · Payer

Health plan operations

40%

Cost reduction

99%

Call answer rate

98%

Wait time reduction

Banking and Financial Services

Contact centre transformation

$9M

Cost savings

20%

Lower operating costs

15%

Faster handle time

Communications, Media and Technology

CX transformation

98%

Digital interactions managed

35%

Engagements covered digitally

30%

Cost savings

Benefits Administration

Contact centre transformation

30%

Handle time reduction

22%

First contact resolution improvement

40%

Agent attrition decrease

Agentic Sales

Outbound sales operations

Sales centres unified

KPI

linked accountability

AI embedded

Voice and text

Awards and Recognitions

FY26 recognition across Business, People and ESG

Everest Group 2026

Leader, Healthcare Payer Intelligent Operations

Everest Group 2025

Leader and Star Performer, Banking Operations

NelsonHall 2025

Leader, GenAI and Process Automation in Banking

NelsonHall

Leader, CX Services Transformation

Frontier Firm

India and SE Asia, Microsoft

HFS Research

Horizon 3 Market Leader, Mortgage Reinvention,

ISG 2025

Leader, Digital Operations

Top 25

Global BPS Companies

Great Place to Work India 2025

Best Companies to Work For

Great Place to Work India 2025

Best Workplaces for Women

ATD BEST Award

Learning Culture Excellence

Top Inspiring Workplaces

North America and UK and Ireland

Republic TV AI Summit 2026

Best AI Implementation in HR

S&P Global, third year running

Top 1%, Sustainability Yearbook

Golden Peacock Award

for ESG · 2025

A Rating

CDP Supplier Engagement Assessment

DE&I 100

EY and Team Marksmen Network