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Firstsource Solutions Ltd. — Interim / Quarterly Report 2021
May 12, 2021
61977_rns_2021-05-12_8ef03aa0-c958-4f4e-88fb-02145995fe21.pdf
Interim / Quarterly Report
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12[th] May 2021
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 financial year ended 31[st] March 2021.
This is for your information and record.
Thanking you,
For Firstsource Solutions Limited
POOJA SURESH Digitally signed by POOJA SURESH NAMBIAR NAMBIAR Date: 2021.05.12 12:07:54 +05'30' Pooja Nambiar Company Secretary & Compliance Officer
Encl.: A/a
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Q4 FY2021 Earnings Update
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© FIRSTSOURCE 2021 | 11 May 2021
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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 professionals, 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 2021 | 11 May 2021
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BUSINESS
STRONG ALL-ROUND PERFORMANCE
MOMENTUM IS STRONG
-
Constant currency revenue • Strong demand environment growth of 17.9% YoY in FY21 across existing and new client and 31.7% YoY in Q4 relationships
-
Sales momentum remains • Volume recovery seen in strong. We added 11 new Healthcare in March clients this quarter and 54 in FY21
FY2022 GROWTH
ESTIMATES
-
Revenue expected to grow between 15-18% in constant currency
-
Operating Margin expected to be in range of 11.8-12.3%
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© FIRSTSOURCE 2021 | 11 May 2021
Summary of Performance During the Quarter
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REVENUES OPERATING MARGIN
₹ 14,628 Million
₹ 1,809 Million
(US$ 199.9 Million)
(Margin 12.4%)
YoY growth of 35.4%
YoY Margin expansion of 156 bps
Constant Currency growth of 31.7%
PROFIT AFTER TAX EARNINGS PER SHARE
(Excluding the exceptional charge) (Diluted)
₹ 1,309 Million ₹ 0.66
(Margin 8.9%) per share
YoY Margin expansion of 47 bps
Q4FY’20 at ₹ 1.31 per share
Reported PAT of ₹ 467 Mn or 3.2%
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- Exceptional charge of ₹ 1,099 Mn taken during the quarter towards increase in value of options granted in our mortgage business to a strategic partner
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© FIRSTSOURCE 2021 | 11 May 2021
Summary of Performance For FY2021
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REVENUES OPERATING MARGIN
₹ 50,780 Million
₹ 5,979 Million
(US$ 685.2 Million)
(Margin 11.8%)
YoY growth of 23.9%
YoY Margin expansion of 95 bps
Constant Currency growth of 17.9%
PROFIT AFTER TAX EARNINGS PER SHARE
(Excluding the exceptional charge) (DILUTED)
₹ 4,499 Million ₹ 5.13
(Margin 8.9%) per share
YoY Margin expansion of 57 bps
FY’20 at ₹ 4.89 per share
Reported PAT of ₹ 3,617 Mn or 7.1%
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- Exceptional charge of ₹ 1,151 Mn taken during the year towards increase in value of options granted in our mortgage business to a strategic partner
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© FIRSTSOURCE 2021 | 11 May 2021
Revenue Splits
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VERTICALS
Q4 FY21 Q4FY21 52.2% 20.8% 24.8% 2.2% • Robust growth momentum in BFS
• Top client growth and new business ramps driving growth in CMT
Q3 FY21 52.0% 20.5% 25.3% 2.2%
• Healthcare volumes remained low, starting to pick up in March. New
Q2 FY21 51.9% 18.8% 27.1% 2.2% offerings and new wins driving growth
• Diverse Industries is flat
Q1 FY21 51.2% 16.2% 29.9% 2.7%
Q4 FY20 42.8% 22.9% 31.3% 3.0%
Banking & Financial Services Communication, Media & Tech
Healthcare Diverse Industries
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SERVICE LINES
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Q4 FY21 Q4FY21 47.2% 47.9% 4.9%
Q3 FY21 48.9% 44.8% 6.3%
Q2 FY21 49.1% 42.9% 8.0%
Q1 FY21 47.8% 44.2% 8.0%
Q4 FY20 51.2% 42.5% 6.3%
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Digitally Empowered Contact Centre growth attributed to strong volume growth and new wins
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Growth in Intelligent Back-office driven by growth in Mortgage and Healthcare
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Platform based services growing steadily, decline from a completion of a short-term engagement
Digitally Empowered Contact Centre Intelligent Back Office
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Platforms, Automation & Analytics
© FIRSTSOURCE 2021 | 11 May 2021
Client Concentration
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Q4FY21 Q4FY21 17.5%
19.2 years
Total Tenure
Q4FY20 20.3%
Q4FY21 Q4FY21 42.3%
14.4 years
Average Tenure
Q4FY20 42.2%
Top Client
Top 5 Clients
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5 of Top 15
3 of Top 6 5 of Top 15
Mortgage servicers in
Retail banks in the UK Lenders in the US
the US
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6 of Top 10
1,000+
Health insurance/ managed
Hospitals in the US
care companies in the US
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1 of Top 3
Utility companies in the
UK
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5 of Top 10
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 2021 | 11 May 2021
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Annexure
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© FIRSTSOURCE 2021 | 11 May 2021
Financial Performance (Quarterly)
| In ₹ million | Q4 FY 2019 | Q1 FY 2020 | Q2 FY 2020 | Q3 FY 2020 | Q4 FY2020 | Q1 FY 2021 | Q2 FY 2021 | Q3 FY 2021 | Q4 FY 2021 |
|---|---|---|---|---|---|---|---|---|---|
| Income from services | 9,642 | 9,669 | 9,715 | 10,446 | 10,673 | 10,537 | 11,783 | 13,510 | 14,496 |
| Other operating Income | 30 | 129 | 134 | 89 | 132 | 85 | 94 | 142 | 132 |
| Revenue from operations | 9,672 | 9,798 | 9,849 | 10,535 | 10,804 | 10,622 | 11,877 | 13,652 | 14,628 |
| Revenue from operations (USD Mn) | $ 137 | $ 141 | $ 140 | $ 148 | $ 149 | $ 141 | $ 160 | $ 185 | $ 200 |
| QoQ Growth % - Constant Currency | 0.7% | 2.0% | 1.1% | 4.7% | 0.6% | -4.3% | 12.2% | 14.6% | 7.0% |
| YoY Growth % - Constant Currency | 3.8% | 5.2% | 4.5% | 8.3% | 8.2% | 1.6% | 13.1% | 23.8% | 31.7% |
| Personnel Expense | 6,344 | 6,611 | 6,722 | 7,053 | 7,350 | 7,128 | 7,985 | 9,503 | 10,057 |
| Operating Expense | 1,943 | 1,530 | 1,803 | 1,816 | 1,813 | 1,826 | 2,016 | 2,046 | 2,229 |
| Operating EBITDA | 1,384 | 1,657 | 1,325 | 1,666 | 1,641 | 1,668 | 1,876 | 2,103 | 2,342 |
| Operating EBITDA % | 14.3% | 16.9% | 13.4% | 15.8% | 15.2% | 15.7% | 15.8% | 15.4% | 16.0% |
| Depreciation / amortization | 190 | 439 | 455 | 484 | 474 | 498 | 519 | 513 | 534 |
| Operating Margin | 1,195 | 1,217 | 870 | 1,182 | 1,168 | 1,170 | 1,358 | 1,590 | 1,809 |
| Operating Margin % | 12.4% | 12.4% | 8.8% | 11.2% | 10.8% | 11.0% | 11.4% | 11.6% | 12.4% |
| Other Income / (expense) | (25) | (34) | 65 | 2 | (16) | (7) | 16 | 7 | (29) |
| Interest Income / (expense), net | (57) | (115) | (129) | (148) | (121) | (128) | (119) | (122) | (127) |
| Profit Before Taxes and exceptional item | 1,112 | 1,069 | 806 | 1,036 | 1,031 | 1,035 | 1,254 | 1,476 | 1,652 |
| Profit Before Taxes and exceptional item % | 11.5% | 10.9% | 8.2% | 9.8% | 9.5% | 9.7% | 10.6% | 10.8% | 11.3% |
| Exceptional Item | - | - | - | - | - | - | - | - | (1,099) |
| Profit Before Taxes | 1,112 | 1,069 | 806 | 1,036 | 1,031 | 1,035 | 1,254 | 1,476 | 553 |
| Profit Before Taxes % | 11.5% | 10.9% | 8.2% | 9.8% | 9.5% | 9.7% | 10.6% | 10.8% | 3.8% |
| Taxes and Minority Interest | 130 | 157 | 132 | 140 | 115 | 148 | 201 | 265 | 87 |
| Profit After Tax | 982 | 912 | 674 | 895 | 916 | 887 | 1,053 | 1,210 | 467* |
| Profit After Tax % | 10.2% | 9.3% | 6.8% | 8.5% | 8.5% | 8.3% | 8.9% | 8.9% | 3.2% |
| Diluted EPS (₹ /Share) | 1.42 | 1.32 | 0.97 | 1.29 | 1.31 | 1.27 | 1.50 | 1.72 | 0.66 |
- For Q4 FY21, PAT excluding the exceptional charge is INR 1,309 Mn or 8.9%
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© FIRSTSOURCE 2021 | 11 May 2021
Financial Performance (Yearly)
| In ₹ million | FY 2016 | FY 2017 | FY 2018 | FY 2019 | FY 2020 | FY2021 |
|---|---|---|---|---|---|---|
| Income from services | 31,617 | 34,569 | 34,315 | 37,867 | 40,502 | 50,327 |
| Other operating Income | 556 | 987 | 1,038 | 396 | 484 | 453 |
| Revenue from operations | 32,173 | 35,556 | 35,352 | 38,263 | 40,986 | 50,780 |
| Revenue from operations (USD Mn) | $ 491 | $ 530 | $ 548 | $ 548 | $ 578 | $ 685 |
| YoY Growth % - Constant Currency | 2.0% | 12.9% | 2.8% | 2.0% | 6.6% | 17.9% |
| Personnel Expense | 21,727 | 23,834 | 23,955 | 25,573 | 27,735 | 34,672 |
| Operating Expense | 6,545 | 7,342 | 6,809 | 7,336 | 6,962 | 8,065 |
| Operating EBITDA | 3,901 | 4,380 | 4,589 | 5,355 | 6,289 | 8,042 |
| Operating EBITDA % | 12.1% | 12.3% | 13.0% | 14.0% | 15.3% | 15.8% |
| Depreciation / amortization | 609 | 590 | 659 | 744 | 1,852 | 2064 |
| Operating Margin | 3,292 | 3,790 | 3,930 | 4,610 | 4,437 | 5,979 |
| Operating Margin % | 10.2% | 10.7% | 11.1% | 12.0% | 10.8% | 11.8% |
| Other Income / (expense) | 77 | (21) | (11) | (26) | 17 | (13) |
| Interest Income / (expense), net | (507) | (400) | (338) | (225) | (512) | (496) |
| Profit Before Taxes and exceptional item | 2,862 | 3,369 | 3,580 | 4,359 | 3,942 | 5,469 |
| Profit Before Taxes and exceptional item % | 8.9% | 9.5% | 10.1% | 11.4% | 9.6% | 10.8% |
| Exceptional Item | - | - | - | - | - | (1,151) |
| Profit Before Taxes | 2,862 | 3,369 | 3,580 | 4,359 | 3,942 | 4,318 |
| Profit Before Taxes % | 8.9% | 9.5% | 10.1% | 11.4% | 9.6% | 8.5% |
| Taxes and Minority Interest | 257 | 569 | 315 | 581 | 545 | 702 |
| Profit After Tax | 2,605 | 2,800 | 3,265 | 3,778 | 3,397 | 3,617* |
| Profit After Tax % | 8.1% | 7.9% | 9.2% | 9.9% | 8.3% | 7.1% |
| Diluted EPS (₹ /Share) | 3.72 | 4.08 | 4.73 | 5.45 | 4.89 | 5.13 |
- For FY2021, PAT excluding the exceptional charge is INR 4,499 Mn or 8.9%
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© FIRSTSOURCE 2021 | 11 May 2021
Balance Sheet and Cash Flow Statement
| In ₹ million | As at 31-Mar-21 | As at 31-Mar-20 | In ₹ million | Quarter ended 31-Mar-21 | Full Year ended 31-Mar-21 | |
|---|---|---|---|---|---|---|
| Cash Flow from Operating Activities | ||||||
| Equity And Liabilities | ||||||
| OperatingMargin | 1,809 | 5,979 | ||||
| Share Capital | 6,961 | 6,938 | Adj: Non Cash and Other Income /(Expense) | (288) | 1,580 | |
| OperatingCash before WorkingCapital | 1,521 | 7,558 | ||||
| Reserves & Surplus | 21,032 | 20,716 | Add: Net advance received from customers | 0 | 835 | |
| Add: WorkingCapital Changes | 199 | 2,061 | ||||
| Non - Controlling Interest | 5 | 6 | ||||
| Less: Income Taxes Paid | (213) | (698) | ||||
| Borrowings | 6,045 | 8,433 | Net Cashgenerated from Operating Activities | 1,506 | 9,756 | |
| Cash Flow from Investing Activities | ||||||
| Other Non - Current Liabilities | 5,438 | 4,874 | ||||
| Capital Expenditure | (598) | (1,696) | ||||
| (Investments)/ Proceeds from Current Investments | 13 | (793) | ||||
| Current liabilities | 8,816 | 4,903 | ||||
| Acquisition of Patient Matters LLC | (0) | (950) | ||||
| Total | 48,297 | 45,871 | Earmarked Balances with Banks(Escrow) | (43) | (57) | |
| Net Cash used in Investing Activities | (628) | (3,496) | ||||
| Cash Flow from Financing Activities | ||||||
| Goodwill on Consolidation | 21,948 | 22,324 | Net Increase /(Decrease)in Borrowings | 707 | (2,672) | |
| Net Interest Paid(asper Ind AS 116) | (133) | (514) | ||||
| Fixed Assets | 8,028 | 6,385 | ||||
| Payment of Lease Liabilities | (265) | (1,092) | ||||
| Increase in Shareholder's Funds | 25 | 82 | ||||
| Cash and Cash Equivalents | 1,373 | 1,907 | ||||
| Purchase of treasuryshares(Employee Stock Option Trust) | (54) | (653) | ||||
| Current Investments | 826 | 0 | Dividend Paid | (2,038) | (2,038) | |
| Net Cash used in Financing Activities | (1,758) | (6,887) | ||||
| Trade Receivables (Billed + Unbilled) | 8,431 | 7,540 | ||||
| Net Increase /(Decrease) in Cash and Cash Equivalents | (880) | (627) | ||||
| Non - Current Assets | 6,008 | 6,119 | Opening Cash and Cash Equivalents | 2,189 | 1,907 | |
| Earmarked Balances with Banks | 43 | 57 | ||||
| Current Assets | 1,683 | 1,596 | Foreign Exchange (Gain) on Translating Cash and Cash Equivalents | 22 | 36 | |
| Closing Cash and Cash Equivalents | 1,373 | 1,373 | ||||
| Total | 48,297 | 45,871 | ||||
| Cash and Cash Equivalents Including Current Investments | 2,199 | 2,199 |
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© FIRSTSOURCE 2021 | 11 May 2021
Key Performance Indicators
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Return on Equity Return on Capital Employed
17.6%
14.7% 13.8% 13.9% 13.9% 14.1%
12.9% 12.5% 12.7% 13.0% 12.3%
12.3%
FY16 FY17 FY18 FY19 FY20 FY21 FY16 FY17 FY18 FY19 FY20 FY21
Note: FY21 ROE will be 16.1% excluding for exceptional item
Cash Flow Debt Position
8,921
9,670
7,225 8,555 8,433
2,522
1,525 6,723
6,045
5,577
4,000 4,104
2,971 3,151 2,913 3,156 7,760 3,490
2,114 1,981 2,526 7,030 7,101 7,101 7,148 5,273 8,341 6,526 4,367
5,390
1,128 3,885 3,846
3,233
187 92 1,678
FY16 FY17 FY18 FY19 FY20 FY21 Adj FY16 FY17 FY18 FY19 FY20 FY21
Operating Cash Flow Free Cash Flow Long term Debt Short term Debt Net Debt
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8,921
7,225
4,000 4,104
2,971 3,151 2,913 3,156
2,526
2,114 1,981
1,128
FY16 FY17 FY18 FY19 FY20 FY21 Adj
Operating Cash Flow Free Cash Flow
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9,670
8,555 8,433
2,522
1,525 6,723
6,045
5,577
3,490
7,760
7,030 7,101 7,101 7,148 8,341 6,526 4,367
5,273
5,390
3,885 3,846
3,233
187 92 1,678
FY16 FY17 FY18 FY19 FY20 FY21
Long term Debt Short term Debt Net Debt
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Note: FY21 OCF and FCF adjusted for advance received from customers
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© FIRSTSOURCE 2021 | 11 May 2021
Operating Metrices
| Particulars | Q4 FY 2019 | Q1 FY 2020 | Q2 FY 2020 | Q3 FY 2020 | Q4 FY2020 | Q1 FY 2021 | Q2 FY 2021 | Q3 FY 2021 | Q4 FY 2021 | |
|---|---|---|---|---|---|---|---|---|---|---|
| Revenue by Vertical |
Banking & Financial Services | 36.1% | 35.6% | 40.4% | 42.9% | 42.8% | 51.2% | 51.9% | 52.0% | 52.2% |
| Communications Media & Tech | 27.5% | 27.2% | 22.0% | 21.9% | 22.9% | 16.2% | 18.8% | 20.5% | 20.8% | |
| Healthcare | 33.2% | 33.5% | 34.5% | 32.4% | 31.3% | 29.9% | 27.1% | 25.3% | 24.8% | |
| Diverse Industries | 3.2% | 3.7% | 3.1% | 2.8% | 3.0% | 2.7% | 2.2% | 2.2% | 2.2% | |
| Revenue by Service Lines |
Digitally Empowered Contact Centre | 55.2% | 51.6% | 49.8% | 51.2% | 47.8% | 49.1% | 48.9% | 47.2% | |
| Intelligent Back Office | 39.6% | 42.8% | 45.0% | 42.5% | 44.2% | 42.9% | 44.8% | 47.9% | ||
| Platforms, Automation & Analytics | 5.2% | 5.6% | 5.2% | 6.3% | 8.0% | 8.0% | 6.3% | 4.9% | ||
| Revenue by Geography |
US | 55.3% | 57.0% | 61.6% | 63.3% | 63.2% | 69.1% | 68.1% | 67.1% | 67.4% |
| UK | 43.6% | 41.6% | 36.9% | 35.3% | 35.3% | 29.7% | 30.6% | 31.5% | 31.5% | |
| Rest of World | 1.1% | 1.4% | 1.5% | 1.4% | 1.5% | 1.2% | 1.3% | 1.4% | 1.1% | |
| Revenue by Delivery |
Offshore | 18.5% | 22.5% | 22.8% | 25.2% | 25.6% | 24.8% | 27.0% | 29.8% | 30.6% |
| Onshore | 81.5% | 77.5% | 77.2% | 74.8% | 74.4% | 75.2% | 73.0% | 70.2% | 69.4% | |
| Top Clients Revenue |
Top client % | 24.6% | 24.9% | 19.8% | 19.5% | 20.3% | 13.7% | 16.2% | 17.5% | 17.5% |
| Top 5 client % | 42.3% | 41.2% | 39.5% | 42.1% | 42.2% | 39.9% | 40.4% | 41.4% | 42.3% | |
| Other Metrices | Total employees (end of period) | 18,712 | 18,550 | 20,001 | 20,482 | 21,203 | 21,831 | 23,960 | 26,618 | 28,004 |
| • Employees in India |
8,968 | 9,305 | 10,493 | 10,982 | 11,450 | 11,684 | 13,536 | 15,381 | 16,289 | |
| • Employees outside India |
9,744 | 9,245 | 9,508 | 9,500 | 9,753 | 10,147 | 10,424 | 11,237 | 11,715 | |
| Net Addition | 117 | (162) | 1,451 | 481 | 721 | 628 | 2,129 | 2,658 | 1,386 | |
| Offshore Attrition* | 41.5% | 45.3% | 40.0% | 36.0% | 33.5% | 15.1% | 26.3% | 28.8% | 28.6% | |
| Onshore Attrition* | 42.9% | 46.8% | 54.6% | 45.8% | 41.9% | 30.2% | 47.3% | 34.6% | 40.0% |
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*Post 180 days attrition - Quarter annualized
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© FIRSTSOURCE 2021 | 11 May 2021
Forex Hedges
Outstanding FX hedges at $89.6 million for USD and £63.8 million for GBP
| GBP-INR | GBP-INR | USD INR | USD INR | |
|---|---|---|---|---|
| Period | Hedged | Average Rate | Hedged | Average Rate |
| 0-12 Months | £ 34.0 | Rs 105.2 /£ | $ 89.6 | Rs 76.7 /$ |
| 13-24 Months | £ 29.8 | Rs 115.2 /£ |
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© FIRSTSOURCE 2021 | 11 May 2021
Prior Period Reports
(Hyperlinks)
| ANNUAL REPORT | PUBLISHED RESULTS | PUBLISHED RESULTS | PUBLISHED RESULTS | PUBLISHED RESULTS | PUBLISHED RESULTS | INVESTOR PRESENTATIONS | INVESTOR PRESENTATIONS | INVESTOR PRESENTATIONS | INVESTOR PRESENTATIONS | INVESTOR PRESENTATIONS | PRESS RELEASE | PRESS RELEASE | PRESS RELEASE | PRESS RELEASE | PRESS RELEASE |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| FY2020 | FY2021 | Q1 | Q2 | Q3 | Q4 | FY2021 | Q1 | Q2 | Q3 | Q4 | FY2021 | Q1 | Q2 | Q3 | Q4 |
| 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 | FACT SHEET | FACT SHEET | FACT SHEET | FACT SHEET | TRANSCRIPTS | TRANSCRIPTS | TRANSCRIPTS | TRANSCRIPTS | TRANSCRIPTS | SHAREHOLDING PATTERN | SHAREHOLDING PATTERN | SHAREHOLDING PATTERN | SHAREHOLDING PATTERN | SHAREHOLDING PATTERN |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| FY2021 | Q1 | Q2 | Q3 | Q4 | FY2021 | Q1 | Q2 | Q3 | Q4 | FY2021 | Q1 | Q2 | Q3 | Q4 |
| 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 |
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© FIRSTSOURCE 2021 | 11 May 2021
Top 5 Consumer debt collections agency in the US
Leader in US non-bank lender
market
Top 3 in the chosen Revenue Leading CX service Cycle Management segments providers in the UK across in US Healthcare Media and BFS segments
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• •
Streaming Services Hospital Providers
Onboarding Inbound Sales and Outbound Sales • Cable TV, Broadband • Health Plans Eligibility & Enrollment Services Receivables Management
and Telephony • Health Services
• Consumer Tech
Tier 1 & Tier 2 Retention • E-Commerce • Med. Devices 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
• Asset Finance • Utilities Level 1 & Level 2
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 and Loyalty
Intelligence Fraud Management • FinTech
Q4FY2021 E
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Strong Domain Driven Operating Model
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US UK PHILIPPINES
About Us 5,708 18 5,519 6 488 2
16,289 13
INDIA
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Established in 2001
Revenues of INR 51.0 Billion
(approximately $685 Million) in FY2021
28,004 Firstsourcers
across US, UK, India and Philippines
Leaders in chosen segments
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Domain driven BPM services company
Leveraging a ‘Digital First, Digital Now’ approach to solve key customer problems 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
across Banking & Financial Services, Healthcare, Communications, Media & Technology
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Part of RP-Sanjiv Goenka Group
Carbon Black
Power
Consumer & Retail Media & Entertainment
Combined
Revenues of
IT-Enabled Services
Education & Infrastructure
$3.8 Billion in
FY2020
Sports
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Part of RP-Sanjiv Goenka Group
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18
Select Awards
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International Customer Experience Awards
2020: Firstsource, jointly with a client, won Silver Award for Best Customer Experience Strategy
Contact Centre Network Northern Ireland Awards
2020: Best Homeworking Programme for Derry Center
2019: Outsourced Contact Centre of the Year award with our client
2018: Won in the Support Team of the Year category
Welsh Contact Centre Awards
2020: Contact Centre Manager of the Year
2019: Gold for People Engagement
2018: Gold for Outsourced Contact Centre of the Year and People Engagement
NelsonHall
Positioned as a
‘Leader’ in NelsonHall’s NEAT Evaluation both for ‘Overall Mortgage & Loan Services’ as well as ‘Support for New Digital Business Models’
“A-100” by SecurityScorecard™
2021: Rated ‘A-100’ by SecurityScorecard ™ - a testament to our robust security posture across technology platforms, cloud solutions and applications, and our best practices-based security protocols.
Industry Associations
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Corporate Management Senior Leadership
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Randall Shafer
Dinesh Jain Prashant Nandella Randall Shafer Venkatgiri Vandali Deb Biswas Siddharth Parashar Finance Operations Healthcare Health Plans & Communications, Europe Business Provider Healthcare Services Media & Technology
Siddharth Parashar
Vipul Khanna
MD and Chief Executive Officer
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Arjun Mitra Steven Schachter Shuchika Sahay Collections Mortgage Human Resources
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Sundara Sukavanam Rajlakshmi Raghavan Digital Services Marketing, Branding & Corporate Communications
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Helping customers stay ahead of the curve through transformational technologies and capabilities
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a leading provider of transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology and other industries.
Our ‘Digital First, Digital Now’ approach helps organizations reinvent operations and reimagine business models, enabling them to deliver moments that matter and build competitive advantage.
With an established presence in the US, the UK, India and the Philippines, we act as a trusted growth partner for over 100 leading global brands, including several Fortune 500 and FTSE 100 companies.
www.firstsource.com
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