Firstsource Solutions Ltd.

August 7, 2007
Contents

- Multi-lingual capability in the Indian domestic market

- Experiences in setting up development centers globally

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 Company Overview
Focus
• Banking, Financial Services and Insurance
• Telecom and Media
Verticals
• Healthcare

• Over 75 clients including 3 of the 5 largest US banks, 5 of 10 largest credit card

Marquee
companies in the US, 2 of the world’s Top 10 telecom companies , 3 “Fortune
Clientele
100” healthcare companies

Strong • FY06 Revenue from services US$180mn (YOY Growth 52.8%)

Financials • Net margin of 11.5% as of 31st March 2007

Multishore
• 25 global delivery centers : 15 in India, 6 in the US, 2 in N.Ireland , 1 in
Argentina and 1 in Philippines
Delivery
• 15,000 employees

• ICICI Bank (India’s largest private sector bank)

Blue Chip • Temasek Holdings (Asian investment fund with a portfolio of ~US$ 80 bn(1))
Shareholders • Metavante (top 3 US bank tech and payments processors)
• Sequoia Capital (erstwhile WestBridge Capital)

Net Income margin defined as : Profit/Loss After Tax and Minority Interest / Total Income
Source : Temasek Holdings website

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Multilingual capability in Domestic Indian market
Client Processes No. of agents Locations Highlights
Leading Indian • Inbound customer 3000+ • Kolkata • 24X7 operations from 5 locations
Telecom Player service across:
• Hubli • Stringent timelines for
- Pre-paid • Kochi
infrastructure and technology
deployment– 60 days
- Post-paid • Trichy • Services Offered in English, Hindi,
• Vijayawada Kannada, Bengali, Malayalam, Telegu
and Tamil.

India’s No. 1 Private • Inbound customer 500+ • Bangalore • Contributed to client’s winning
Insurer service the Avaya Global Connect Award –
• Mumbai for “the most responsive private
• Email • Chennai insurance company”
• Print and fax • Services offered in English and all
Indian languages
India’s Largest Private • Inbound customer 440+ •Bangalore • Automation of knowledge check
Bank procedure for advisors with tool
service • Mumbai called “Smart Start”
• Inbound sales • Chennai • Outbound calling done on
• Outbound sales existing seats without affecting
inbound SLAs
• Web-chat
• Increase in conversion
• Collections percentage of web-chat queries
into leads

4000 multilingual employees dedicated to domestic client projects

across 8 locations in India; Over 36,000 applications processed for Associate hiring
over the last one year
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Key requirements for a successful
multilingual domestic delivery
• Strategic
• Change in organizational mindset and orientation, especially for BPOs with
significant international experience

• Recruitment
• Language - Agents required to be proficient in 2 to 3 languages i.e. English
and regional languages (Bengali, Hindi, Malayalam, Marathi, Kannada, Tamil
Telegu)
• Talent pool – huge potential available for entry level hiring in Tier 3 cities,
however, requires significant up-skilling and training
• Availability of middle management with relevant experience and skill set, a
challenge

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Key requirements for a successful
multilingual domestic delivery
• Training
• Availability and quality of trainers and training infrastructure to deliver
training in multiple Indian languages
• Various dialects & accents of the same language
• Soft skills and grammar

• Technology
• Skills based routing can help improve customer experience significantly

Joint initiatives by the government and industry for setting up training

infrastructure and support ;
Tax sops for BPOs and Training institutions for setting up operations in Tier 3
cities

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Multi-shore and Scalable Delivery Capability

Londonderry,
Northern Ireland
India
Belfast, • Mumbai
Louisville, Northern Ireland • Bangalore
Kentucky • Chennai
• Pondicherry
Rockford, • Trichy
Illinois Buffalo, • Kolkata
NY
Reno, • Hubli
Nevada • Vijayawada
• Kochi
Fort Scott, Kingston,
Kansas NY
Manila (under
development)

Buenos
Aires,
Argentina

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Experiences in setting up development centers globally
Key benefits
• Blended onshore and offshore model
• Customer choice based on process characteristics
• Physical proximity to clients
• Enhanced business continuity capability

Key pillars / enablers

• Strong planning and project management rigor
• Right level of governance to ensure the project is on the right track
• Technology
• Process Excellence

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Process
Transition and Solution Design
Phases Activities

Opportunity assessment
• Define opportunity
DEFINE • Establish business requirements

Solution design

DESIGN • Map production process & other support processes

• Perform volume analysis
• Prepare recruitment & training delivery plan
• Prepare IT delivery plan
• Understand BCP/DRP, audit & compliance requirements

Project implementation & control

EXECUTE • Technology deployment

• Process training
• End to end testing

Go live & handover

DELIVER • Go-live
• Weekly SLA reviews
• Evaluate performance

Optimization and continuous improvement

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Technology
Optimal delivery on technology
- Highly Available, Secured and Resilient Network
- Consistent and predictable support systems
- Multiple points of presence
- Business continuity and disaster recovery capabilities
- Scalable

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THANK YOU
Firstsource (formerly ICICI OneSource) is among India’s top 3 pure-play BPO
companies. It provides customized business process transformation to global
leaders in the Banking & Financial Services, Telecom & Media and Healthcare
sectors. Firstsource has over 74 leading organizations as customers, including 13
Fortune 500 and FTSE 100 companies. The company currently employs over
15,000 employees across 24 delivery centers.

www.firstsource.com