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Firstsource Solutions Ltd. — Investor Presentation 2022
Feb 4, 2022
61977_rns_2022-02-04_87b1b8e5-743a-48e2-88cf-33867cc9b208.pdf
Investor Presentation
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4[th] February 2022
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 nine-months ended 31[st] December 2022.
This is for your information and record.
Thanking you,
For Firstsource Solutions Limited
Digitally signed by POOJA POOJA SURESH SURESH NAMBIAR NAMBIAR Date: 2022.02.04 16:14:08 +05'30' Pooja Nambiar Company Secretary & Compliance Officer
Encl.: A/a
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Q3 FY2022 Earnings Update
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© FIRSTSOURCE 2021 | 4 February 2022
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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 | 4 February 2022
Summary of Performance for the Quarter ended 31[st] December 2021
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REVENUES OPERATING MARGIN
₹ 14,638 Million ₹ 1,762 Million
(US$ 195.4 Million) (Margin 12.0%)
YoY growth of 7.2%
YoY Margin expansion of 39 bps
Constant Currency growth of 4.9%
PROFIT AFTER TAX EARNINGS PER SHARE
(Diluted)
₹ 1,355 Million ₹ 1.92
(Margin 9.3%) per share
YoY Margin expansion of 39 bps Q3FY’21 at ₹ 1.72 per share
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© FIRSTSOURCE 2021 | 4 February 2022
Summary of Performance for the Nine Months ended 31[st] December 2021
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REVENUES OPERATING MARGIN
₹ 43,772 Million ₹ 5,353 Million
(US$ 589.7 Million) (Margin 12.2%)
YoY growth of 21.1%
YoY Margin expansion of 84 bps
Constant Currency growth of 19.5%
PROFIT AFTER TAX EARNINGS PER SHARE
(Diluted)
₹ 4,050 Million ₹ 5.74
(Margin 9.3%) per share
YoY Margin expansion of 54 bps 9MFY’21 at ₹ 4.48 per share
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Addition of Q1, Q2 & Q3 EPS nos will not add up to 9MFY22 EPS due to change in no. of shares
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© FIRSTSOURCE 2021 | 4 February 2022
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REVENUE SPLIT BY VERTICALS
Q3 FY22 Q3FY22 48.3% 30.3% 19.6% 1.8%
Q2 FY22 48.9% 29.6% 19.5% 2.0%
Q1 FY22 51.7% 26.7% 19.6% 2.0%
Q4 FY21 52.2% 24.8% 20.8% 2.2%
Q3 FY21 52.0% 25.3% 20.5% 2.2%
Banking & Financial Services Healthcare
Communication, Media & Tech Diverse Industries
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REVENUE SPLIT BY SERVICE LINES
Q3 FY22 Q3FY22 45.9% 44.0% 10.1%
Q2 FY22 46.8% 45.6% 7.6%
Q1 FY22 46.3% 47.6% 6.1%
Q4 FY21 47.2% 47.9% 4.9%
Q3 FY21 48.9% 44.8% 6.3%
Digitally Empowered Contact Centre Intelligent Back Office
Platforms, Automation & Analytics
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© FIRSTSOURCE 2021 | 4 February 2022
Client Concentration
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Q3FY22 Q3FY22 15.2%
20.0 years
Total Tenure
Q2FY22 15.8%
Q3FY22 Q3FY22 37.6%
15.9 years
Average Tenure
Q2FY22 41.2%
Top Client
Top 5 Clients
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20.0 years
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4 of Top 15 2 of Top 6
Mortgage servicers in Retail banks in the UK
the US
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6 of Top 15
Mortgage Lenders in
the US
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7 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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4 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 | 4 February 2022
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Annexure
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© FIRSTSOURCE 2021 | 4 February 2022
Financial Performance (Quarterly)
| In ₹ million | Q3 FY 2020 | Q4 FY2020 | Q1 FY 2021 | Q2 FY 2021 | Q3 FY 2021 | Q4 FY 2021 | Q1 FY 2022 | Q2 FY 2022 | Q3 FY 2022 |
|---|---|---|---|---|---|---|---|---|---|
| Income from services | 10,446 | 10,673 | 10,537 | 11,783 | 13,510 | 14,496 | 14,780 | 14,182 | 14,456 |
| Other operating Income | 89 | 132 | 85 | 94 | 142 | 132 | 68 | 104 | 182 |
| Revenue from operations | 10,535 | 10,804 | 10,622 | 11,877 | 13,652 | 14,628 | 14,848 | 14,286 | 14,638 |
| Revenue from operations (USD Mn) | $ 148 | $ 149 | $ 141 | $ 160 | $ 185 | $ 200 | $ 201 | $ 193 | $ 195 |
| QoQ Growth % - Constant Currency | 4.7% | 0.6% | -4.3% | 12.2% | 14.6% | 7.0% | 0.5% | -4.0% | 1.4% |
| YoY Growth % - Constant Currency | 8.3% | 8.2% | 1.6% | 13.1% | 23.8% | 31.7% | 38.5% | 18.5% | 4.9% |
| Personnel Expense | 7,053 | 7,350 | 7,128 | 7,985 | 9,503 | 10,057 | 10,219 | 9,728 | 9,676 |
| Operating Expense | 1,816 | 1,813 | 1,826 | 2,016 | 2,046 | 2,229 | 2,246 | 2,171 | 2,583 |
| Operating EBITDA | 1,666 | 1,641 | 1,668 | 1,876 | 2,103 | 2,342 | 2,383 | 2,388 | 2,379 |
| Operating EBITDA % | 15.8% | 15.2% | 15.7% | 15.8% | 15.4% | 16.0% | 16.1% | 16.7% | 16.3% |
| Depreciation / amortization | 484 | 474 | 498 | 519 | 513 | 534 | 584 | 597 | 617 |
| Operating Margin | 1,182 | 1,168 | 1,170 | 1,358 | 1,590 | 1,809 | 1,800 | 1,791 | 1,762 |
| Operating Margin % | 11.2% | 10.8% | 11.0% | 11.4% | 11.6% | 12.4% | 12.1% | 12.5% | 12.0% |
| Other Income / (expense) | 2 | (16) | (7) | 16 | 7 | (29) | (10) | 0 | (5) |
| Interest Income / (expense), net | (148) | (121) | (128) | (119) | (122) | (127) | (136) | (148) | (143) |
| Profit Before Taxes and exceptional item | 1,036 | 1,031 | 1,035 | 1,254 | 1,476 | 1,652 | 1,654 | 1,644 | 1,614 |
| Profit Before Taxes and exceptional item % | 9.8% | 9.5% | 9.7% | 10.6% | 10.8% | 11.3% | 11.1% | 11.5% | 11.0% |
| Exceptional Item | - | - | - | - | - | (1,099) | - | - | - |
| Profit Before Taxes | 1,036 | 1,031 | 1,035 | 1,254 | 1,476 | 553 | 1,654 | 1,644 | 1,614 |
| Profit Before Taxes % | 9.8% | 9.5% | 9.7% | 10.6% | 10.8% | 3.8% | 11.1% | 11.5% | 11.0% |
| Taxes and Minority Interest | 140 | 115 | 148 | 201 | 265 | 87 | 309 | 293 | 259 |
| Profit After Tax | 895 | 916 | 887 | 1,053 | 1,210 | 467* | 1,345 | 1,350 | 1,355 |
| Profit After Tax % | 8.5% | 8.5% | 8.3% | 8.9% | 8.9% | 3.2% | 9.1% | 9.5% | 9.3% |
| Diluted EPS (₹ /Share) | 1.29 | 1.31 | 1.27 | 1.50 | 1.72 | 0.66 | 1.91 | 1.96 | 1.92 |
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- For Q4 FY21, PAT excluding the exceptional charge is INR 1,309 Mn or 8.9%
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© FIRSTSOURCE 2021 | 4 February 2022
Financial Performance (Yearly)
| In ₹ million | FY 2016 | FY 2017 | FY 2018 | FY 2019 | FY 2020 | FY2021 | 9MFY22 |
|---|---|---|---|---|---|---|---|
| Income from services | 31,617 | 34,569 | 34,315 | 37,867 | 40,502 | 50,327 | 43,419 |
| Other operating Income | 556 | 987 | 1,038 | 396 | 484 | 453 | 354 |
| Revenue from operations | 32,173 | 35,556 | 35,352 | 38,263 | 40,986 | 50,780 | 43,772 |
| Revenue from operations (USD Mn) | $ 491 | $ 530 | $ 548 | $ 548 | $ 578 | $ 685 | $ 590 |
| YoY Growth % - Constant Currency | 2.0% | 12.9% | 2.8% | 2.0% | 6.6% | 17.9% | 19.5% |
| Personnel Expense | 21,727 | 23,834 | 23,955 | 25,573 | 27,735 | 34,672 | 29,623 |
| Operating Expense | 6,545 | 7,342 | 6,809 | 7,336 | 6,962 | 8,065 | 6,999 |
| Operating EBITDA | 3,901 | 4,380 | 4,589 | 5,355 | 6,289 | 8,042 | 7,150 |
| Operating EBITDA % | 12.1% | 12.3% | 13.0% | 14.0% | 15.3% | 15.8% | 16.3% |
| Depreciation / amortization | 609 | 590 | 659 | 744 | 1,852 | 2064 | 1,797 |
| Operating Margin | 3,292 | 3,790 | 3,930 | 4,610 | 4,437 | 5,979 | 5,353 |
| Operating Margin % | 10.2% | 10.7% | 11.1% | 12.0% | 10.8% | 11.8% | 12.2% |
| Other Income / (expense) | 77 | (21) | (11) | (26) | 17 | (13) | (15) |
| Interest Income / (expense), net | (507) | (400) | (338) | (225) | (512) | (496) | (428) |
| Profit Before Taxes and exceptional item | 2,862 | 3,369 | 3,580 | 4,359 | 3,942 | 5,469 | 4,911 |
| Profit Before Taxes and exceptional item % | 8.9% | 9.5% | 10.1% | 11.4% | 9.6% | 10.8% | 11.2% |
| Exceptional Item | - | - | - | - | - | (1,151) | - |
| Profit Before Taxes | 2,862 | 3,369 | 3,580 | 4,359 | 3,942 | 4,318 | 4,911 |
| Profit Before Taxes % | 8.9% | 9.5% | 10.1% | 11.4% | 9.6% | 8.5% | 11.2% |
| Taxes and Minority Interest | 257 | 569 | 315 | 581 | 545 | 702 | 861 |
| Profit After Tax | 2,605 | 2,800 | 3,265 | 3,778 | 3,397 | 3,617* | 4,050 |
| Profit After Tax % | 8.1% | 7.9% | 9.2% | 9.9% | 8.3% | 7.1% | 9.3% |
| Diluted EPS (₹ /Share) | 3.72 | 4.08 | 4.73 | 5.45 | 4.89 | 5.13 | 5.74 |
- For FY2021, PAT excluding the exceptional charge is INR 4,499 Mn or 8.9%
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Addition of Q1, Q2 & Q3 EPS nos will not add up to 9MFY22 EPS due to change in no. of shares
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© FIRSTSOURCE 2021 | 4 February 2022
Balance Sheet and Cash Flow Statement
| In ₹ million | As at 31-Dec-21 | As at 31-Mar-21 |
|---|---|---|
| Equity And Liabilities | ||
| Share Capital | 6,970 | 6,961 |
| Reserves & Surplus | 24,185 | 21,032 |
| Non - Controlling Interest | 5 | 5 |
| Borrowings | 7,780 | 6,045 |
| Other Non - Current Liabilities | 8,428 | 5,438 |
| Current liabilities | 7,837 | 8,816 |
| Total | 55,205 | 48,297 |
| Goodwill on Consolidation | 27,181 | 21,948 |
| Fixed Assets | 8,912 | 8,028 |
| Cash and Cash Equivalents | 1,401 | 1,373 |
| Current Investments | 498 | 826 |
| Trade Receivables (Billed + Unbilled) | 9,117 | 8,431 |
| Non - Current Assets | 5,793 | 6,008 |
| Current Assets | 2,303 | 1,683 |
| Total | 55,205 | 48,297 |
| In ₹ million | Quarter ended 31-Dec-21 | Nine Months ended 31-Dec-21 |
|---|---|---|
| Cash Flow from Operating Activities | ||
| EBIT | 1,762 | 5,353 |
| Adjustment: Non-Cash and Other Income / (Expense) | 645 | 2,018 |
| Operating Cash before Working Capital | 2,407 | 7,371 |
| Add: Working Capital Changes | 999 | (730) |
| Less: Income Taxes Paid | (163) | (724) |
| Net cash generated from operating activities (A) | 3,243 | 5,917 |
| Cash Flow from Investing Activities | ||
| Capital Expenditure | (184) | (465) |
| Proceeds from current investments | 457 | 352 |
| Payment towards acquisition of business | (5,067) | (5,067) |
| Proceeds from redemption of debentures | 0 | 2 |
| Net cash used in Investing activities (B) | (4,795) | (5,178) |
| Cash Flow from Financing Activities | ||
| Net increase/ (decrease) in Borrowings | 2,204 | 1,715 |
| Purchase of Non-controlling Interest in a subsidiary | 0 | (887) |
| Net Interest Paid | (136) | (438) |
| Payment of lease liabilities | (305) | (813) |
| Purchase of treasury shares | (44) | (350) |
| Proceeds from issuance of equity shares and share application money | 0 | 37 |
| Net cash used in Financing activities (C) | 1,719 | (736) |
| Net increase / (decrease) in cash and cash equivalents | 168 | 3 |
| Cash and cash equivalents at the beginning of the period | 1,230 | 1,373 |
| Earmarked balances with banks | (0) | 20 |
| Foreign exchange (gain) on translating Cash and cash equivalents | 3 | 4 |
| Closing Cash and Cash Equivalents | 1,401 | 1,401 |
| Cash and Cash Equivalents including Investments | 1,898 | 1,898 |
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© FIRSTSOURCE 2021 | 4 February 2022
Key Performance Indicators
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Return on Equity Return on Capital Employed
17.6% 18.3%
17.3%
13.8% 13.9% 13.9% 14.1%
12.9% 12.7% 13.0% 12.3%
12.3%
FY17 FY18 FY19 FY20 FY21 9MFY22 FY17 FY18 FY19 FY20 FY21 9MFY22
Annualised Annualised
Note: FY21 ROE will be 16.1% excluding for exceptional item
Cash Flow Debt Position
8,921
9,670
7,225
6,752 8,433
6,286 2,522 7,780
6,723
6,045
4,000 4,104 5,577
3,151 3,490 4,367 5,161
2,913 3,156 7,760
2,526 8,341
1,981 7,148 6,526 5,882
5,273 5,390
1,128 3,885 3,846
3,233
2,619
187 92 1,678
FY17 FY18 FY19 FY20 FY21 Adj 9MFY22 Adj FY17 FY18 FY19 FY20 FY21 9MFY22
Operating Cash Flow Free Cash Flow Long term Debt Short term Debt Net Debt
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8,921
7,225
6,752
6,286
4,000 4,104
3,151
2,913 3,156
2,526
1,981
1,128
FY17 FY18 FY19 FY20 FY21 Adj 9MFY22 Adj
Operating Cash Flow Free Cash Flow
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9,670
8,433
7,780
2,522
6,723
6,045
5,577
3,490 4,367 5,161
7,760
8,341
7,148 6,526 5,882
5,273 5,390
3,885 3,846
3,233
2,619
187 92 1,678
FY17 FY18 FY19 FY20 FY21 9MFY22
Long term Debt Short term Debt Net Debt
including current
portion
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Note: FY21 and Q1 FY22 OCF and FCF adjusted for advance received from customers
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© FIRSTSOURCE 2021 | 4 February 2022
Operating Metrices
| Particulars | Q3 FY 2020 | Q4 FY2020 | Q1 FY 2021 | Q2 FY 2021 | Q3 FY 2021 | Q4 FY 2021 | Q1 FY 2022 | Q2 FY 2022 | Q3 FY 2022 | |
|---|---|---|---|---|---|---|---|---|---|---|
| Revenue by Vertical |
Banking & Financial Services | 42.9% | 42.8% | 51.2% | 51.9% | 52.0% | 52.2% | 51.7% | 48.9% | 48.3% |
| Healthcare | 32.4% | 31.3% | 29.9% | 27.1% | 25.3% | 24.8% | 26.7% | 29.6% | 30.3% | |
| Communications Media & Tech | 21.9% | 22.9% | 16.2% | 18.8% | 20.5% | 20.8% | 19.6% | 19.5% | 19.6% | |
| Diverse Industries | 2.8% | 3.0% | 2.7% | 2.2% | 2.2% | 2.2% | 2.0% | 2.0% | 1.8% | |
| Revenue by Service Lines |
Digitally Empowered Contact Centre | 49.8% | 51.2% | 47.8% | 49.1% | 48.9% | 47.2% | 46.3% | 46.8% | 45.9% |
| Intelligent Back Office | 45.0% | 42.5% | 44.2% | 42.9% | 44.8% | 47.9% | 47.6% | 45.6% | 44.0% | |
| Platforms, Automation & Analytics | 5.2% | 6.3% | 8.0% | 8.0% | 6.3% | 4.9% | 6.1% | 7.6% | 10.1% | |
| Revenue by Geography |
US | 63.3% | 63.2% | 69.1% | 68.1% | 67.1% | 67.4% | 67.6% | 68.4% | 69.8% |
| UK | 35.3% | 35.3% | 29.7% | 30.6% | 31.5% | 31.5% | 31.1% | 30.1% | 28.5% | |
| Rest of World | 1.4% | 1.5% | 1.2% | 1.3% | 1.4% | 1.1% | 1.3% | 1.5% | 1.7% | |
| Revenue by Delivery |
Offshore | 25.2% | 25.6% | 24.8% | 27.0% | 29.8% | 30.6% | 29.3% | 31.0% | 30.8% |
| Onshore | 74.8% | 74.4% | 75.2% | 73.0% | 70.2% | 69.4% | 70.7% | 69.0% | 69.2% | |
| Top Clients Revenue |
Top client % | 19.5% | 20.3% | 13.7% | 16.2% | 17.5% | 17.5% | 16.3% | 15.8% | 15.2% |
| Top 5 client % | 42.1% | 42.2% | 39.9% | 40.4% | 41.4% | 42.3% | 42.0% | 41.2% | 37.6% | |
| Other Metrices | Total employees (end of period) | 20,482 | 21,203 | 21,831 | 23,960 | 26,618 | 28,004 | 27,916 | 27,835 | 27,398 |
| • Employees in India |
10,982 | 11,450 | 11,684 | 13,536 | 15,381 | 16,289 | 16,677 | 16,976 | 16,826 | |
| • Employees outside India |
9,500 | 9,753 | 10,147 | 10,424 | 11,237 | 11,715 | 11,239 | 10,859 | 10,572 | |
| Net Addition | 481 | 721 | 628 | 2,129 | 2,658 | 1,386 | (88) | (81) | (437) | |
| Offshore Attrition* | 36.0% | 33.5% | 15.1% | 26.3% | 28.8% | 28.6% | 29.2% | 36.2% | 45.2% | |
| Onshore Attrition* | 45.8% | 41.9% | 30.2% | 47.3% | 34.6% | 40.0% | 54.8% | 68.8% | 59.5% |
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*Post 180 days attrition - Quarter annualized
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© FIRSTSOURCE 2021 | 4 February 2022
Forex Hedges
Outstanding FX hedges at $68.0 million for USD and £43.3 million for GBP
| GBP-INR | GBP-INR | USD INR | USD INR | |
|---|---|---|---|---|
| Period | Hedged | Average Rate | Hedged | Average Rate |
| 0-12 Months | £34.8 | Rs 112.9 /£ | $ 53.0 | Rs 77.8 /$ |
| 13-24 Months | £8.5 | Rs 112.6 /£ | $ 15.0 | Rs 79.8 /$ |
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© FIRSTSOURCE 2021 | 4 February 2022
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 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| FY2021 | FY2022 | Q1 | Q2 | Q3 | FY2022 | Q1 | Q2 | Q3 | FY2022 | Q1 | Q2 | Q3 | |||
| FY2021 | Q1 | Q2 | Q3 | Q4 | FY2021 | Q1 | Q2 | Q3 | Q4 | FY2021 | Q1 | Q2 | Q3 | Q4 | |
| 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 | FACT SHEET | FACT SHEET | FACT SHEET | FACT SHEET | TRANSCRIPTS | TRANSCRIPTS | TRANSCRIPTS | TRANSCRIPTS | TRANSCRIPTS | SHAREHOLDING PATTERN | SHAREHOLDING PATTERN | SHAREHOLDING PATTERN | SHAREHOLDING PATTERN | SHAREHOLDING PATTERN |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| FY2022 | Q1 | Q2 | Q3 | FY2022 | Q1 | Q2 | Q3 | FY2022 | Q1 | Q2 | Q3 | |||
| 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 | 4 February 2022
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Leader in US non-bank lender Top 3 in the chosen Revenue Leading CX service Top 5 Consumer debt
market Cycle Management segments providers in the UK across collections agency in the
in US Healthcare Media and BFS segments US
Customer Service Mortgage Operations
Voice | Chat | Chat Origination | Servicing | • Asset Finance • Hospital Providers
bots | Text | Social Title, Closing & Escrow • Credit Cards • Health Plans Eligibility & Receivables
Enrollment Services Management
Digital Collections • Mortgages • Health Services
Compliance and Risk
Management • Retail & SME Banking • Med. Devices Debt Collections Intelligent Automated
• FinTech Eligibility & Enrollment
Dispute Management
Complaints Handling &
Remediation Digital Mailroom Intelligent Data
Factoring & Discounting Operations Capture
Lead Management, Sales
Conversion & Onboarding Claims Adjudication Telehealth Tech
Default Management
& Adjustments Support
Analytics and Business
Intelligence Fraud Management
Meter 2 Cash Self-Service /
Operations Digital Deflection Onboarding Inbound Sales and
Outbound Sales
Inbound Sales
Customer Insights / Tier 1 & Tier 2 Retention
and Outbound
Automation Customer Support and Loyalty
Sales & Service
• Utilities • Streaming Services Self-Service / Customer Insights /
Level 1 & Level 2 • Government Entities • Cable TV, Broadband Contact Avoidance Analytics
Customer Support Complaints handling and Telephony
• Consumer Tech Complaints Handling Revenue
• E-Commerce and Remediation Generation
Retention Debt Management • Shared Economy
and Loyalty
PDATE
U
ARNINGS
Q3FY2022 E
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Strong Domain Driven Operating Model
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US UK PHILIPPINES
About Us 5,481 21 4,606 7 485 2
16,826 12
INDIA
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Established in 2001
Revenues of INR 51.0 Billion
(approximately $685 Million) in FY2021
27,398 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
150+ 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 and Diversified Industries
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Part of RP-Sanjiv Goenka Group
Carbon Black
Power
Consumer & Retail Media & Entertainment
Combined
IT-Enabled Services
Education & Infrastructure
Revenues of
$3.6 Billion in
Sports FY2021
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Part of RP-Sanjiv Goenka Group
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Select Awards
Investors in People
Firstsource re-accredited with the Investors In People (IIP) Gold standard for its UK operations
NelsonHall
Positioned as a ‘Leader’ in NEAT Evaluation for ‘Overall Mortgage & Loan Services’ and ‘Support for New Digital Business Models’
Positioned as a ‘Leader’ in its ‘Intelligent Automation in Banking NEAT 2021’ report
“A-100” by SecurityScorecard™
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
ISG
Everest Group
Ranked as top Business Leader in ISG Provider Process Services (BPS) Lens™quadrant report for provider in ‘BPS Top 50™’ Contact Centre – Customer report. Experience Services for Europe
Firstsource was also placed as Top 10 Service Providers by Growth by the industry research firm.
Industry Associations
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Corporate Management Senior Leadership
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Dinesh Jain Prashanth Nandella Randall Shafer Venkatgiri Vandali Deb Biswas Finance Operations Healthcare Healthcare & Communications, Provider Lifesciences Media & Technology
Vipul Khanna
MD & Chief Executive Officer
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Arjun Mitra Steven Schachter Shuchika Sahay Sundara Sukavanam Rajlakshmi Raghavan Collections Mortgage Human Resources Digital Services Marketing & 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
© FIRSTSOURCE 2021 | 4 February 2022
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