Firstsource Solutions Ltd.

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Firstsource Solutions Ltd. August 7, 2007
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Contents

• Multi-lingual capability in the Indian domestic
  market
• Experiences in setting up development centers
  globally

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Company Overview

• Banking, Financial Services and Insurance
• Telecom and Media
• Healthcare

Focus Verticals

• Over 75 clients including 3 of the 5 largest US
  banks, 5 of 10 largest credit card companies in
  the US, 2 of the worlds Top 10 telecom
  companies, 3 Fortune 100 healthcare companies

Marquee Clientele

• FY06 Revenue from services US180mn (YOY Growth
  52.8)
• Net margin of 11.5 as of 31st March 2007

Strong Financials

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

Multishore Delivery

• ICICI Bank (Indias largest private sector bank)
• Temasek Holdings (Asian investment fund with a
  portfolio of US 80 bn(1))
• Metavante (top 3 US bank tech and payments
  processors)
• Sequoia Capital (erstwhile WestBridge Capital)

Blue Chip Shareholders
Net Income margin defined as Profit/Loss After
Tax and Minority Interest / Total Income
(1) Source Temasek Holdings website
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Multilingual capability in Domestic Indian market
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
• Mumbai
• Bangalore
• Chennai
• Pondicherry
• Trichy
• Kolkata
• Hubli
• Vijayawada
• Kochi

Belfast, Northern Ireland
Louisville, Kentucky
Rockford, Illinois
Buffalo, NY
Reno, Nevada
Kingston, NY
Fort Scott, Kansas
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
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
Indias 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