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Firstsource Solutions Ltd. — Interim / Quarterly Report 2020
Oct 29, 2020
61977_rns_2020-10-29_af2e9d9e-16c4-4959-a11a-5e17b65ad874.pdf
Interim / Quarterly Report
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29[th] October 2020
To:
National Stock Exchange of BSE Limited (Scrip Code: India Limited (Scrip Code: FSL) 532809) Exchange Plaza, Phiroze Jeejeebhoy Towers, Plot no. C/1, G Block, Dalal Street, Bandra-Kurla Complex Mumbai - 400 001 Bandra (East), Mumbai - 400 051
Dear Madam/ Sir,
Sub: Post intimation of Analyst/ Institutional Investor Call
Pursuant to Regulation 30(6) of the SEBI (Listing Obligations and Disclosure Requirements) Regulations 2015, we are enclosing herewith a copy of the presentation regarding conference call held with the analysts and investors, on the financial results of the Company for the quarter and half-year ended 30[th] September 2020.
This is for your information and record.
Thanking you,
For Firstsource Solutions Limited Pooja Nambiar Company Secretary & Compliance Officer
Encl.: A/a
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Q2 FY2021 EARNINGS UPDATE
Partnering with World’s Leading Brands
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© FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
Disclaimer
Certain statements in this presentation concerning our future growth prospects are forwardlooking statements, which involve a number of risks, and uncertainties that could cause actual results to differ materially from those in such forward-looking statements. The risks and uncertainties relating to these statements include, but are not limited to risks and uncertainties regarding fluctuations in earnings, our ability to manage growth, intense competition in BPO services including those factors which may affect our cost advantage, wage increases, our ability to attract and retain highly skilled professional, time and cost overruns on client contracts, client concentration, our ability to manage ramp-ups and growth, our ability to manage our international operations, reduced demand in our key focus verticals, disruptions in telecom infrastructure and technology, our ability to successfully complete and integrate potential acquisitions, liability for damages on our service contracts, performance of our subsidiaries, withdrawal of government fiscal incentives, political instability, legal restrictions on raising capital and acquiring companies outside India, unauthorized use of our intellectual property and general economic conditions affecting our industry. Firstsource may, from time to time, make additional written and oral forward-looking statements, including our reports to shareholders. The company does not undertake to update any forward-looking statements that may be made from time to time by or on behalf of the company.
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© FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
| STRONG | ALL-ROUND | BUSINESS | FY2021 GROWTH | ||||||||
| PERFORMANCE | MOMENTUM IS STRONG | ESTIMATES REVISED | |||||||||
| • | Revenue | growth | of | • Banking & Financial Services continues | • Revenue | expected | to | ||||
| 13.1% | in constant |
to be the growth bearer driven by | grow between | 9-12% | in | ||||||
| currency | YoY in Q2 | strong growth of our US BFS segment | constant currency | ||||||||
| • | Solid sales | momentum; | • Communications Media & Tech (CMT) | • Operating Margin | |||||||
| 15 New | clients added | in | witnessing solid volume recovery | expected to | be | in range | of | ||||
| the quarter | • Healthcare industry continues to |
11.0-11.5% | |||||||||
| experience volume challenges. Elective | |||||||||||
| procedures are still not close to the | |||||||||||
| pre-COVID levels, impacting both |
|||||||||||
| Hospital visits and HealthPlan claims | |||||||||||
| volumes | |||||||||||
| • Platform based services being scaled up | |||||||||||
| in chosen segments | |||||||||||
| © FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020 |
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Summary of Performance During the Quarter
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OPERATING MARGIN
REVENUES
₹ 11,877 Million ₹ 1,358 Million
(US$ 159.8 Million) (Margin 11.4%)
YoY growth of 20.6% YoY Margin expansion of 260 bps
Constant Currency growth of 13.1%
PROFIT AFTER TAX EARNINGS PER SHARE
(DILUTED)
₹ 1,053 Million ₹ 1.50
(Margin 8.9%) per share
Q2FY’20 at ₹ 0.97 per share
YoY Margin expansion of 202 bps
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© FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
Summary of Performance During the First Half
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OPERATING MARGIN
REVENUES
₹ 22,499 Million ₹ 2,527 Million
(US$ 300.6 Million) (Margin 11.2%)
YoY growth of 14.5% YoY Margin expansion of 61 bps
Constant Currency growth of 7.5%
PROFIT AFTER TAX EARNINGS PER SHARE
(DILUTED)
₹ 1,940 Million ₹ 2.77
(Margin 8.6%) per share
H1FY’20 at ₹ 2.28 per share
YoY Margin expansion 55 bps
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© FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
Revenue Splits
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VERTICALS
Q2 FY21 Q2FY21 51.9% 18.8% 27.1% 2.2% • Strong growth momentum in BFS
• Communications, Media & Tech witnessing volume recovery coupled
Q1 FY21 51.2% 16.2% 29.9% 2.7%
with growth
Q4 FY20 42.8% 22.9% 31.3% 3.0% • Volume volatility continued in Healthcare as elective treatments
delayed; expected to pick-up in the next few quarters
Q3 FY20 42.9% 21.9% 32.4% 2.8%
• Lower volumes in clients in Diverse Industries
Q2 FY20 40.4% 22.0% 34.5% 3.1%
Banking & Financial Services Communication, Media & Tech
Healthcare Diverse Industries
SERVICE LINES
Q2 FY21 Q2FY21 49.1% 42.9% 8.0%
• Good progress on Platform based services
Q1 FY21 47.8% 44.2% 8.0% • Growth in Intelligent Back-office driven by strong Mortgage business
growth
Q4 FY20 51.2% 42.5% 6.3%
• Digitally Empowered Contact Centre growth attributed to volume
Q3 FY20 49.8% 45.0% 5.2% recovery
Q2 FY20 51.6% 42.8% 5.6%
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Intelligent Back Office
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Digitally Empowered Contact Centre
Platforms, Automation & Analytics
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© FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
Client Concentration
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Q2FY21 Q2FY21 16.2%
18.7 years
Total Tenure
Top Client Q2FY20 19.8%
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Q2FY21 Q2FY21 40.4%
14.2 years
Average Tenure
Q2FY20 39.5%
Top 5 Clients
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5 of Top 10 3 of Top 6 4 of Top 10 Mortgage servicers Retail banks in the UK Lenders in the US in the US
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650+ 5 of Top 10 Hospitals in the US Health insurance/ managed care companies in the US
1 of Top 3 Utility companies in the UK
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5 of Top 8
Credit card issuers
in the US
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1 of Top 2 2 of Top 6 Broadcasting and media Telecom and broadcasting companies in the UK companies in the US
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© FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
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Annexure
8
PDATE
U
ARNINGS
Q2FY2021 E
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© FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
Financial Performance (Quarterly)
| In ₹ million | Q2 FY 2019 | Q3 FY 2019 | Q4 FY 2019 | Q1 FY 2020 | Q2 FY 2020 | Q3 FY 2020 | Q4 FY2020 | Q1 FY 2021 | Q2 FY 2021 |
|---|---|---|---|---|---|---|---|---|---|
| Income from services | 9,442 | 9,723 | 9,642 | 9,669 | 9,715 | 10,446 | 10,673 | 10,537 | 11,783 |
| Other operating Income | 105 | 129 | 30 | 129 | 134 | 89 | 132 | 85 | 94 |
| Revenue from operations | 9,547 | 9,852 | 9,672 | 9,798 | 9,849 | 10,535 | 10,804 | 10,622 | 11,877 |
| Revenue from operations (USD Mn) | $ 136 | $ 137 | $ 137 | $ 141 | $ 140 | $ 148 | $ 149 | $ 141 | $ 160 |
| QoQ Growth % - Constant Currency | 1.8% | 0.9% | 0.7% | 2.0% | 1.1% | 4.7% | 0.6% | -4.3% | 12.2% |
| YoY Growth % - Constant Currency | 3.2% | 3.5% | 3.8% | 5.2% | 4.5% | 8.3% | 8.2% | 1.6% | 13.1% |
| Personnel Expense | 6,453 | 6,565 | 6,344 | 6,611 | 6,722 | 7,053 | 7,350 | 7,128 | 7,985 |
| Operating Expense | 1,766 | 1,927 | 1,943 | 1,530 | 1,803 | 1,816 | 1,813 | 1,826 | 2016 |
| Operating EBITDA | 1,328 | 1,361 | 1,384 | 1,657 | 1,325 | 1,666 | 1,641 | 1,668 | 1,876 |
| Operating EBITDA % | 13.9% | 13.8% | 14.3% | 16.9% | 13.4% | 15.8% | 15.2% | 15.7% | 15.8% |
| Depreciation / amortization | 184 | 191 | 190 | 439 | 455 | 484 | 474 | 498 | 519 |
| Operating Margin | 1,144 | 1,170 | 1,195 | 1,217 | 870 | 1,182 | 1,168 | 1,170 | 1,358 |
| Operating Margin % | 12.0% | 11.9% | 12.4% | 12.4% | 8.8% | 11.2% | 10.8% | 11.0% | 11.4% |
| Other Income / (expense) | (8) | (3) | (25) | (34) | 65 | 2 | (16) | (7) | 16 |
| Interest Income / (expense), net | (52) | (60) | (57) | (115) | (129) | (148) | (121) | (128) | (119) |
| PBT | 1,084 | 1,107 | 1,112 | 1,069 | 806 | 1,036 | 1,031 | 1,035 | 1,254 |
| PBT % | 11.4% | 11.2% | 11.5% | 10.9% | 8.2% | 9.8% | 9.5% | 9.7% | 10.6% |
| Taxes and Minority Interest | 156 | 126 | 130 | 157 | 132 | 140 | 115 | 148 | 201 |
| PAT | 928 | 981 | 982 | 912 | 674 | 895 | 916 | 887 | 1,053 |
| PAT % | 9.7% | 10.0% | 10.2% | 9.3% | 6.8% | 8.5% | 8.5% | 8.3% | 8.9% |
| Diluted EPS (₹ /Share) | 1.33 | 1.41 | 1.42 | 1.32 | 0.97 | 1.29 | 1.31 | 1.27 | 1.50 |
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9 Note: Operating Margin implies EBIT (Earnings Before Interest and Taxes)
© FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
Financial Performance (Yearly) In ₹ million FY 2016 Income from services 31,617 Other operating Income 556
| In ₹ million | FY 2016 | FY 2017 | FY 2018 | FY 2019 | FY 2020 | H1 FY2021 |
|---|---|---|---|---|---|---|
| Income from services | 31,617 | 34,569 | 34,315 | 37,867 | 40,502 | 22,320 |
| Other operating Income | 556 | 987 | 1,038 | 396 | 484 | 178 |
| Revenue from operations | 32,173 | 35,556 | 35,352 | 38,263 | 40,986 | 22,499 |
| Revenue from operations (USD Mn) | $ 491 | $ 530 | $ 548 | $ 548 | $ 578 | $ 301 |
| YoY Growth % - Constant Currency | 2.0% | 12.9% | 2.8% | 2.0% | 6.6% | 7.5% |
| Personnel Expense | 21,727 | 23,834 | 23,955 | 25,573 | 27,735 | 15,113 |
| Operating Expense | 6,545 | 7,342 | 6,809 | 7,336 | 6,962 | 3,841 |
| Operating EBITDA | 3,901 | 4,380 | 4,589 | 5,355 | 6,289 | 3,544 |
| Operating EBITDA % | 12.1% | 12.3% | 13.0% | 14.0% | 15.3% | 15.8% |
| Depreciation / amortization | 609 | 590 | 659 | 744 | 1,852 | 1,017 |
| Operating Margin | 3,292 | 3,790 | 3,930 | 4,610 | 4,437 | 2,527 |
| Operating Margin % | 10.2% | 10.7% | 11.1% | 12.0% | 10.8% | 11.2% |
| Other Income / (expense) | 77 | (21) | (11) | (26) | 17 | 9 |
| Interest Income / (expense), net | (507) | (400) | (338) | (225) | (512) | (247) |
| PBT | 2,862 | 3,369 | 3,580 | 4,359 | 3,942 | 2,289 |
| PBT % | 8.9% | 9.5% | 10.1% | 11.4% | 9.6% | 10.2% |
| Taxes and Minority Interest | 257 | 569 | 315 | 581 | 545 | 349 |
| PAT | 2,605 | 2,800 | 3,265 | 3,778 | 3,397 | 1,940 |
| PAT % | 8.1% | 7.9% | 9.2% | 9.9% | 8.3% | 8.6% |
| Diluted EPS (₹ /Share) | 3.72 | 4.08 | 4.73 | 5.45 | 4.89 | 2.77 |
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10 Note: Operating Margin implies EBIT (Earnings Before Interest and Taxes)
© FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
Balance Sheet and Cash Flow Statement
| ₹ million | As at 30-Sep-20 | As at 31-Mar-20 | ₹ million | Quarter ended 30-Sep-20 | Six Months ended 30-Sep-20 | |
|---|---|---|---|---|---|---|
| Cash Flow from Operating Activities | ||||||
| Equity And Liabilities | ||||||
| Operating Margin | 1,358 | 2,527 | ||||
| Share Capital | 6,948 | 6,938 | Adj: Non Cash and Other Income / (Expense) | 730 | 1,421 | |
| Operating Cash before Working Capital | 2,088 | 3,949 | ||||
| Reserves & Surplus | 21,883 | 20,716 | ||||
| Add: Working Capital Changes | 459 | 701 | ||||
| Non - Controlling Interest | 6 | 6 | Less: Income Taxes Paid | (196) | (287) | |
| Borrowings | 5,992 | 8,369 | Net Cash generated from Operating Activities | 2,351 | 4,363 | |
| Cash Flow from Investing Activities | ||||||
| Other Non - Current Liabilities | 5,201 | 4,874 | ||||
| Capital Expenditure | (260) | (461) | ||||
| Current liabilities | 5,235 | 4,967 | (Investments)/ Proceeds from Current Investments | (360) | (694) | |
| Earmarked Balances with Banks (Dividend Escrow) | 0 | (15) | ||||
| Total | 45,265 | 45,871 | ||||
| Net Cash used in Investing Activities | (620) | (1,170) | ||||
| Assets | Cash Flow from Financing Activities | |||||
| Net Increase / (Decrease) in Borrowings | (1,506) | (2,363) | ||||
| Goodwill on Consolidation | 21,779 | 22,324 | ||||
| Net Interest Paid | (125) | (261) | ||||
| Fixed Assets | 6,464 | 6,385 | Payment of Lease Liabilities | (280) | (561) | |
| Increase in Shareholder's Funds | 26 | 30 | ||||
| Cash and Cash Equivalents | 1,453 | 1,907 | ||||
| Purchase of treasury shares (Employee Stock Option Trust) | (98) | (509) | ||||
| Current Investments | 706 | 0 | Net Cash used in Financing Activities | (1,983) | (3,663) | |
| Trade Receivables (Billed + Unbilled) | 6,899 | 7,584 | Net Increase / (Decrease) in Cash and Cash Equivalents | (252) | (470) | |
| Opening Cash and Cash Equivalents | 1,704 | 1,907 | ||||
| Other Non - Current Assets | 6,227 | 6,119 | ||||
| Earmarked Balances with Banks | (0) | 15 | ||||
| Other Current Assets | 1,737 | 1,551 | Foreign Exchange (Gain) on Translating Cash and Cash Equivalents | 1 | 1 | |
| Closing Cash and Cash Equivalents | 1,453 | 1,453 | ||||
| Total | 45,265 | 45,871 | ||||
| Cash and Cash Equivalents Including Current Investments | 2,159 | 2,159 |
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© FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
Key Performance Indicators
Return on Equity
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14.7% 13.8% 13.9% 13.9%
13.5%
12.3%
FY16 FY17 FY18 FY19 FY20 H1FY21 x2
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Cash Flow
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4,000 4,104 4,363
3,902
2,971 3,151 2,913 3,156
2,526
2,114 1,981
1,128
FY16 FY17 FY18 FY19 FY20 H1 FY21
Operating Cash Flow Free Cash Flow
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Return on Capital Employed
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14.5%
14.1%
12.5% 12.7% 13.0% 12.3%
FY16 FY17 FY18 FY19 FY20 H1FY21 x2
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Debt Position
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2,522
1,525
3,490
8,341
7,760
7,030 7,101 7,148
6,526 5,885
5,390
5,273
3,885 3,910
3,233
187 92 185
FY16 FY17 FY18 FY19 FY20 H1 FY21
Long term Debt Short term Debt Net Debt
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© FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
Operating Metrices
| Particulars | Q2 FY 2019 | Q3 FY 2019 | Q4 FY 2019 | Q1 FY 2020 | Q2 FY 2020 | Q3 FY 2020 | Q4 FY2020 | Q1 FY 2021 | Q2 FY 2021 | |
|---|---|---|---|---|---|---|---|---|---|---|
| Revenue by Vertical |
Banking & Financial Services | 35.7% | 34.6% | 36.1% | 35.6% | 40.4% | 42.9% | 42.8% | 51.2% | 51.9% |
| Communications Media & Tech | 27.6% | 28.5% | 27.5% | 27.2% | 22.0% | 21.9% | 22.9% | 16.2% | 18.8% | |
| Healthcare | 34.8% | 34.1% | 33.2% | 33.5% | 34.5% | 32.4% | 31.3% | 29.9% | 27.1% | |
| Diverse Industries | 1.9% | 2.8% | 3.2% | 3.7% | 3.1% | 2.8% | 3.0% | 2.7% | 2.2% | |
| Revenue by Service Lines |
Digitally Empowered Contact Centre | 55.2% | 51.6% | 49.8% | 51.2% | 47.8% | 49.1% | |||
| Intelligent Back Office | 39.6% | 42.8% | 45.0% | 42.5% | 44.2% | 42.9% | ||||
| Platforms, Automation & Analytics | 5.2% | 5.6% | 5.2% | 6.3% | 8.0% | 8.0% | ||||
| Revenue by Geography |
US | 55.1% | 55.2% | 55.3% | 57.0% | 61.6% | 63.3% | 63.2% | 69.1% | 68.1% |
| UK | 43.8% | 43.8% | 43.6% | 41.6% | 36.9% | 35.3% | 35.3% | 29.7% | 30.6% | |
| Rest of World | 1.1% | 1.0% | 1.1% | 1.4% | 1.5% | 1.4% | 1.5% | 1.2% | 1.3% | |
| Revenue by Delivery |
Offshore | 19.9% | 18.1% | 18.5% | 22.5% | 22.8% | 25.2% | 25.6% | 24.8% | 27.0% |
| Onshore | 80.1% | 81.9% | 81.5% | 77.5% | 77.2% | 74.8% | 74.4% | 75.2% | 73.0% | |
| Top Clients Revenue |
Top client % | 23.8% | 24.9% | 24.6% | 24.9% | 19.8% | 19.5% | 20.3% | 13.7% | 16.2% |
| Top 5 client % | 41.6% | 41.2% | 42.3% | 41.2% | 39.5% | 42.1% | 42.2% | 39.9% | 40.4% | |
| Other Metrices | Total employees (end of period) | 18,369 | 18,595 | 18,712 | 18,550 | 20,001 | 20,482 | 21,203 | 21,831 | 23,960 |
| • Employees in India |
8,583 | 8,621 | 8,968 | 9,305 | 10,493 | 10,982 | 11,450 | 11,684 | 13,536 | |
| • Employees outside India |
9,786 | 9,974 | 9,744 | 9,245 | 9,508 | 9,500 | 9,753 | 10,147 | 10.424 | |
| Net Addition | (390) | 226 | 117 | (162) | 1,451 | 481 | 721 | 628 | 2,129 | |
| Offshore Attrition | 44.8% | 39.3% | 41.5% | 45.3% | 40.0% | 36.0% | 33.5% | 15.1% | 26.3% | |
| Onshore Attrition | 54.9% | 45.8% | 42.9% | 46.8% | 54.6% | 45.8% | 41.9% | 30.2% | 47.3% |
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© FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
Forex Hedges
Outstanding FX hedges at $57.2 million for USD and £59.5 million for GBP
| GBP-INR | GBP-INR | USD INR | USD INR | GBP-PHP | GBP-PHP | |
|---|---|---|---|---|---|---|
| Period | Hedged | Average Rate | Hedged | Average Rate | Hedged | Average Rate |
| 0-12 Months | £28.14 | Rs 102.56 /£ | $ 57.19 | Rs 76.35 /$ | £0.40 | Php 68.32 /£ |
| 13-24 Months | £21.81 | Rs 112.45 /£ | ||||
| More than 24 Months | £9.20 | Rs 119.04 /£ |
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© FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
Prior Period Reports
(Hyperlinks)
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PUBLISHED RESULTS INVESTOR PRESENTATIONS PRESS RELEASE
ANNUAL REPORT
FY2021 Q1 Q2 FY2021 Q1 Q2 FY2021 Q1 Q2
FY2020
FY2020 Q1 Q2 Q3 Q4 FY2020 Q1 Q2 Q3 Q4 FY2020 Q1 Q2 Q3 Q4
FY2019
FY2019 Q1 Q2 Q3 Q4 FY2019 Q1 Q2 Q3 Q4 FY2019 Q1 Q2 Q3 Q4
FY2018
FY2018 Q1 Q2 Q3 Q4 FY2018 Q1 Q2 Q3 Q4 FY2018 Q1 Q2 Q3 Q4
FACT SHEET TRANSCRIPTS SHAREHOLDING PATTERN
FY2021 Q1 Q2 FY2021 Q1 Q2 FY2021 Q1 Q2
FY2020 Q1 Q2 Q3 Q4 FY2020 Q1 Q2 Q3 Q4 FY2020 Q1 Q2 Q3 Q4
FY2019 Q1 Q2 Q3 Q4 FY2019 Q1 Q2 Q3 Q4 FY2019 Q1 Q2 Q3 Q4
FY2018 Q1 Q2 Q3 Q4 FY2018 Q1 Q2 Q3 Q4 FY2018 Q1 Q2 Q3 Q4
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Click Here
To subscribe for future updates
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© FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
Established in 2001
About Us
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UK
US
4,621 6
5,269 20
PHILIPPINES
13,536 11
534 2
INDIA
Our Global Footprint
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Revenues of INR 41.0 Billion
(approximately $578 Million) in FY2020
23,960 firstsourcers
across US, UK, India and Philippines
Leaders in chosen segments
across Banking & Financial Services, Healthcare, Communications, Media & Tech
100+ global clients including
17 Fortune 500 companies and 9 FTSE 100 companies
Publicly Traded on Indian Stock Exchanges
NSE: FSL BSE: 532809 Reuters: FISO.BO Bloomberg: FSOL@IN
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© FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
Part of RP-Sanjiv Goenka Group Since 2012 Carbon Black Power & Natural Resources Retail & FMCG Media & Entertainment Combined Revenues of Infrastructure IT & ITeS $3.8 Billion in FY2020 Education & Sports
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© FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
Leading CX service providers in the UK across Media and BFS segments
Top 15 Global Collections Provider
Most comprehensive set of licenses in the
US Mortgage outsourcing industry
Top 3 in the chosen Revenue Cycle Management segments in US Healthcare
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• Streaming Services • Hospital Providers
Onboarding Inbound Sales and • Cable TV, Broadband • Health Plans Eligibility & Receivables
Outbound Sales Enrollment Services Management
and Telephony • Health Services
• Consumer Tech • Med. Devices
Tier 1 & Tier 2 Retention • E-Commerce Debt Collections Intelligent Automated
Customer Support and Loyalty Eligibility & Enrollment
• Shared Economy
Self-Service / Customer Insights / Digital Mailroom Intelligent Data
Contact Avoidance Analytics Operations Capture
Complaints Handling Revenue Claims Adjudication Telehealth Tech
and Remediation Generation & Adjustments Support
Customer Service Mortgage Operations Origination |
Voice | Chat | Chat Servicing | Title, Closing & Escrow Meter 2 Cash Self-Service /
bots | Text | Social Operations Digital Deflection
Digital Collections
Compliance and Risk
Management Inbound Sales Customer Insights /
and Outbound
Dispute Management Automation
Sales & Service
Complaints Handling &
Remediation
Factoring & Discounting
Level 1 & Level 2
• Asset Finance • Utilities Customer Support Complaints handling
Lead Management, Sales • Credit Cards • Government Entities
Conversion & Onboarding
Default Management • Mortgages
• Retail & SME Banking Retention
Debt Management
Analytics and Business • FinTech and Loyalty
Intelligence Fraud Management
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Strong Domain Driven Operating Model 30%+ Revenues linked to Outcomes Delivered | 73%+ Onshore Delivery
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Select Awards
Global Innovation Challenge
2019: Top 3 for Automated Auditor built on proprietary platform Sympraxis
KLAS: Software & Services Report
2018: Ranked MedAssist #1 in the Eligibility Enrollment Services category
Global Sourcing Association UK Awards
2019: Technology-enabled Project with NowTV and Customer Experience Provider of the Year with giffgaff
2017: BPO Contract of the Year – Sky – FSL partnership
The UK Complaint NelsonHall Handling Awards 2019: Best Complaint Positioned as a Handling in Financial Services
Positioned as a ‘Leader’ in NelsonHall’s NEAT Evaluation both for ‘Overall Mortgage & Loan Services’ as well as ‘Support for New Digital Business Models’
2018: Overall Winner in ‘Customer Insight Strategy’ category 2017: Best Personal Entertainment and Telecoms
Industry Associations
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Corporate Management – Senior Leadership
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Dinesh Jain Prashant Nandella Venkat Raman Venkatgiri Vandali
Finance Operations Healthcare Health Plans &
Provider Healthcare Services
Anshul Verma Siddharth Parashar Arjun Mitra Steven Schachter
Communications, Europe Business Collections Mortgage
Media & Technology
Vipul Khanna
MD and
Chief Executive Officer
Soma Pandey Sundara Sukavanam Rajlakshmi Raghavan
Human Resources Digital Services Marketing & Corporate
Communications
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Helping customers stay ahead of the curve through transformational technologies and capabilities
Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.
Our clientele includes Fortune 500 and FTSE 100 companies.
www.firstsource.com
© Firstsource Solutions Limited | Confidential | 28 October 2020 © FIRSTSOURCE 2020 | CONFIDENTIAL I 28 October 2020
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