“We’ve invested heavily in making the company and our offerings digital. We call it the ethos of Digital First, Digital Now.”
Vipul Khanna (MD & CEO, Firstsource)
Established in 2001, Firstsource is a leading provider of business process solutions to more than 100 global businesses in the banking and financial services, communications, media, and technology sectors, healthcare, private equity, and other varied industries. Today, the company employs more than 28,000 employees across the United States, India, the United Kingdom, and the Philippines.
Firstsource’s tech-based solutions help several businesses simplify complex business processes, thereby elevating customer satisfaction & experience, and creating value across the business. The company has three brands, Sourcepoint, Firstsource Advantage, and OneAdvantage. Sourcepoint is a top business process management company that provides customer-centric solutions across the entire mortgage value chain. Firstsource Advantage is a leading global collections service provider founded to continuously improve talent, quality, training, compliance, and self-audit. OneAdvantage is a leading provider of technology-driven healthcare collection services designed to improve cash flow, reduce bad debt, and eventually create value for clients.
The ‘Digital First, Digital Now’ approach of Firstsource is helping many organizations reinvent operations and reimagine business models, that enable them to deliver moments and results that matter and build competitive advantage.
MEET THE LEADER
Vipul Khanna is the MD and Chief Executive Officer of the company. He is responsible for taking decisions that accelerate the growth of the organization. He has a track record of strategically lifting up businesses. He has a rich experience in driving strategy, developing new markets, profitable revenue growth, partnerships and client relationships, and many service offerings.
Firstsource tech-based solutions span across three major areas:
Digitally Empowered Contact Center
Firstsource offers its next-gen Digitally Empowered Contact Center (DECC) to help businesses convert their customer experience vision into a reality. It provides customer lifecycle management services that create personalized omnichannel experiences to build improved acquisition, retention, and brand reputation. To enhance merchant experience, the company provides comprehensive, data-driven solutions spanning the end-to-end merchant lifestyle.
Businesses can power all of their administrative services with Firstsource’s intelligent back-office solution that works quietly behind the scenes. The company helps businesses reengineer, simplify processes and combine intelligent workflows with bots. It introduces intelligence at the core and lets companies reimagine their back office.
Platform, Automation and Analytics
Firstsource’s platforms, automation, and analytics solutions infuse intelligence into end-to-end processes of businesses to synthesize both structured and unstructured data. Its platform-based solutions are designed to orchestrate seamless business processes and deliver cloud-based solutions.
Business Technology Services
Firstsource’s business technology services can simplify any digital transformation initiative, allowing businesses to focus on their core business. It provides business outcome design, product value management, systems integration, and platform migration services.
Communications, Media & Technology
Any communications, media, or technology firm delivers a memorable experience to keep its customers happy. Through Customer Experience Management and Digitally enabled contact center solutions, businesses can deliver magical experiences to customers. Firstsource offers services like customer acquisition & servicing, merchant onboarding, debt collection & receivables management, billing & payment processing, social media, forum & community management, and much more.
Firstsource understands the intricacies of information exchange between different entities in healthcare. Therefore, it deploys transformative tools fused with human expertise to deliver value.
Banking, Financial Services & Insurance
Firstsource offers purpose-built technologies, to drive unparalleled process efficiencies and customer experience. Its industry solutions include commercial banking, cards & lending, retail banking, mortgage, fintech, and insurance. It offers services like underwriting, complaint management, servicing, digital collections & recoveries, customer acquisition & servicing, origination, and fraud prevention.
REACCH: THE COMPANY’S VALUES
Core values help a company perform better and grow faster. Firstsource also follows certain values:
- Risk-Taking: Firstsource dares to go beyond and challenge the status quo. It is strategic, ambitious, and resilient.
- Agility: Firstsource adapts faster and learns constantly with a ‘Digital First’ mindset.
- Credibility: Firstsource always finds answers in ‘what’s right’ and not ‘who’s right’.
- Customer First: It always keeps customers at the top.
- Execution Excellence: It collaborates, co-creates, and seeks to drive excellence.
- Humaneness: It never forgets its responsibility towards the environment. It is fair, transparent, sensitive, and respectful.
A CULTURE OF INCLUSION
The strength of Firsource lies in its differences. It creates an inclusive environment where people of different ideas, backgrounds, and thoughts come and grow together. Firstsource is empathetic, considerate, secure, and a gender-neutral company. The company also understands the value of multi-generational views. It embraces a culture that actively draws the voices of diverse generations.
AWARDS AND ACCOLADES
Firstsource has bagged many industry recognitions since its inception. Some of the prestigious ones include:
- Outsourced Contact Centre of the year-Gold in Welsh Contact Centre Awards 2021
- Best Complaint Handling Team of the Year in UK Complaint Handling Awards’20.
- CX Provider of the Year by Global Sourcing Association UK in 2019
- Outsourced Contact Centre of the Year by Contact Centre Network NI Awards in 2019