Firstsource Solutions, an RP-Sanjiv Goenka Group company, was incorporated in 2001. The company is a global leader in business process services, serving clients across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. The company operates at the center of industries that shape economies and societies. By embedding deep domain knowledge into every engagement, it empowers clients to unlock new efficiencies, elevate customer experience, and accelerate transformation securely and at scale.

With a global footprint spanning across the several countries, the company leverages its differentiated UnBPO approach to reimagining traditional outsourcing to deliver real-world, future-focused solutions that drive speed, scale, and smarter decisions - turning transformation into tangible results that matter. Guided by its REACCH code, core value system, the company fosters a culture of excellence and accountability. The company’s strategic framework, One Firstsource, outlines its vision to build a sustainable, future ready organization: one that stays aligned with its clients’ evolving priorities, creates meaningful opportunities for its employees, delivers profitable growth for its investors.

Business area of the company

Firstsource is a leading provider of technology-driven business process solutions, committed to addressing complex client challenges and delivering measurable outcomes. Trusted by some of the world’s most respected brands across industries such as healthcare, banking and financial services, communications, media and technology, retail, and energy and utilities, the company combines deep domain expertise with cutting-edge technology to help clients transform operations, drive growth, and elevate customer experiences. 

Services

• Artificial Intelligence

• Collections

• Consulting

• Customer Experience

• Digital Platforms and Technologies

• IT Services and Solutions

Business segments

• Banking and Financial Services (BFS)

• Healthcare

• Communications, Media, and Technology (CMT)

• Diverse

Awards and Accolades

2016-17

• Welsh Contact Centre Awards, 2017: Won Award in three categories including ‘Diverse Workplace’, ‘Trainer of the Year’ and ‘Special Industry Champion’
• Global HR Excellence Awards, 2017: Won in ‘Innovation in Retention Strategy’ category. Firstsource was recognised for its’ employee retention practices and policies
• European Contact Centre & Customer Service Awards, 2016: Honoured with the Bronze Award in the ‘Customer Service Team of the Year’ in partnership with its client giffgaff
• U.K. Customer Experience Awards, 2016: Won in the ‘Technology & Telecoms’ category in partnership with its client NOW TV and received the silver award in the ‘Engaging Customers Online’ category in partnership with its client giffgaff
• Asia’s Best Employer Brand Awards, 2016: Won the ‘Best Employer Brand’ Award for its excellence in building the Employer Brand as an Employer of Choice
• 100 Best Companies for Women in India: Recognised in the 100 Best Companies for ‘Women in India’ by the 2016 Working Mother & AVTAR Best Companies
• Business in the Community Awards: Honoured as ‘Employer of Choice’ at the Business in The Community Northern Ireland Awards in Belfast
• Best Adversity Management Stories of Asia, 2016: Secured the 1st Runner-up position at the ‘Best Adversity Management Stories of Asia’ 2016 Awards for its response to the Chennai floods in Nov-Dec 2015

2018-19

• European Contact Centre and Customer Service Awards (ECCCSA) 2018: Awarded Bronze for ‘Best Outsourcing Partnership’ for collaboration with Lloyds Banking Group
• UK Complaints Handling (UKCH) Awards 2019: Won the ‘Customer Insight Strategy’ Award and was adjudged the ‘Overall Winner’ at the UK Complaints Handling (UKCH) Awards 2019, with NOWTV
• North East Contact Centre Awards (NECCA): Awarded the ‘Best Outsourcing Partnership 2018’ with TSB, reinstating its strong partnership ethos
• Wales HR Award: Recognised for the ‘Best HR Team’ with outstanding individuals and teams, learning, and people management practices across Wales in the last 12 months
• Welsh Contact Centre Awards 2019: Won two awards: Gold for ‘People Engagement’ and Silver for the ‘Best Support Manager of the Year’
• Nasscom BPM Summit 2018: Awarded the coveted ‘Customer Service Excellence Award’ in the Process Efficiency category

2019-20

• ‘Best Complaint Handling’ and ‘Best Complaint Handling Team of the Year – Financial Services’ at the UK Complaints Handling (UKCH) Awards 2020
• ‘Technology-Enabled Project of the Year’ and ‘Customer Experience Provider of the Year’ at the Global Sourcing Association (GSA) UK Awards 2019
• Winner of ‘Best Use of Technology in HR’ at Employee Engagement Summit, Mumbai, India
• Gold Award for ‘Best Use of Customer Insight’ at the UK Customer Experience Award (CXA ’19)
• ‘Outsourced Contact Centre of the Year’ recognition at the Contact Centre Network Northern Ireland (CCNNI) Awards 2019
• Winner in ‘Creating an Impact: Business Skills’ category at the India Innovation Awards at Perspectives 2019
• ‘Best Outsourcing Partnership’ at the North East Contact Centre Awards 2019
  

2020-21

• International Customer Experience Awards 2020: Won the Silver Award for ‘Best Customer Experience Strategy’, jointly with its client giffgaf.
• HousingWire’s Tech100 Mortgage Award: Mortgage business innovative, post-closing solution listed in 2021 HW Tech100.
• Awarded the ‘Digital Evangelist of the Year - India 2020’ award at Automation Anywhere’s prestigious IMEA Partner Awards
• Firstsource bagged an award in the ‘Contact Centre Manager of the Year’ category and the Cardiff centre was declared runner up in the ‘Outsourced Contact Centre of the Year’ category.
• Named a ‘2020 Top Patient Engagement Solutions Provider’ by Healthcare Tech Outlook.
• Recognized as the ‘The Most Innovative Company’ in the ‘Multi-Cloud’ category at the ‘Business Impact Awards 2020’, hosted by VMware and The Economic Times.
• Firstsource’s Derry contact centre bagged first place in the ‘Best Homeworking Programme’ category at the CCNNI 2020.

2021-22

• Positioned as ‘Leader’ in the Eligibility and Enrollment Services category and Ranked 1 in 2022 Best in KLAS Software & Services Report.
• Ranked as ‘Top Business Process Services (BPS) Provider in ‘BPS Top 50TM’ report.
• Re-accredited with the Investors In People (IIP) Gold standard for its UK operations.
• Bagged Gold Award in the Financial Services category.
• Positioned as a ‘Leader’ in its ‘Intelligent Automation in Banking NEAT 2021’ report.
• Firstsource included in 2022 Bloomberg Gender-Equality Index.
• Positioned as ‘Leader’ in ISG Provider Lens quadrant report for Contact Center - Customer Experience Services for Europe.
• Positioned as ‘Leader’ in Payer Digital Transformation Services and ‘Rising Star’ in Payer BPaaS Services in ISG Provider Lens 2021.

2022-23

• Named ‘Leaders’ in ISG Provider Lens Healthcare Payer Digital Services Study, 2021.
• Listed as ‘Disruptor’ in HFS Horizons’ Healthcare Payer Service Providers, 2022.
• Named as ‘Disruptor’ in HFS Horizons for The Best Service Providers for Retail Banks, 2023.
• Named as ‘Leader’ in Mortgage and Loan Services 2022 NEAT results by NelsonHall.
• Recognized in Bloomberg Gender-Equality Index 2023.
• Awarded Silver at the Brandon Hall HCM excellence awards 2022 for Best Hybrid Learning.
• Recognized for ‘Strong Leverage of Tier 2 & Tier 3 Cities’ at the NASSCOM Business Process Innovation Awards 2022.
• Silver for Business Sustainability by EcoVadis.
• Achieved SILVER in the Most Effective Distributed Workforce category by UK National Contact Center Awards, 2022.
• Silver winner for the ‘Most Effective Learning and Development Initiative’ by European Contact Centre & Customer Service Awards (ECCCSA).
• Named as ‘Leader’ in UK & Europe Quadrant in ISG Provider Lens Contact Center – Customer Experience Services 2022.
• Received CSR Leadership Award at the 4th Edition Corporate Social Responsibility Summit & Awards 2022.
• Recognized as a Level 3 Disability Confident Leader in the UK.
• Gold for High Impact Hybrid Learning Program.

2023-24

• Ranked in the top 96th percentile on the Dow Jones Sustainability Index.
• Included in the S&P Global Sustainability Yearbook as ‘Sustainability Yearbook Member’ 2024.
• CSA Score and ESG Score of 62 each in the first year of submission.
• CDP Climate rating of ‘C’.
• ‘B-’ rating in CDP Supplier Engagement.
• Awarded Bronze rating by EcoVadis.
• Received a ‘Special Mention’ award at the HYSEA ESG Conclave.

2024-25

• Featured among ‘AI First Mover’ organizations by Microsoft for FirstSenseAI Copilot.
• Recognized by Everest as a ‘Front-Runner’ for GenAI capabilities in the report ‘AI-deas to Action: Operationalizing Generative AI in Healthcare Payer’.
• Hasit Trivedi - Chief Digital and AI Officer - recognized by PixieBrix as one of the Top AI Leaders to Watch in 2025.
• Ranked in the top 99th percentile in S&P Global CSA, with a CSA & ESG score of 81 each.
• Recognized as an ‘Industry Mover’ and in Top 5% S&P Global CSA Score.
• Received a rating of ‘B’ for FY24 from Carbon Disclosure Project (CDP).
• Received the ‘Best first-time responder (Core Indicators)’ award from Workforce Disclosure Initiative (WDI).
• Received a Silver rating from EcoVadis with a score of 71/100, placing us in the top 91st percentile.
• Recognized as Carbon Management Level ‘Leader’ by Ecovadis.
• Recognized as a ‘Leader’ in Everest Group's Healthcare Payer Business Process as a Service Solutions PEAK Matrix Assessment 2024.
• Recognized as a ‘Leader’ in Lending Services Operations PEAK Matrix Assessment 2024 by Everest Group.
• Recognized as a ‘Major Contender’ and a ‘Star Performer’ by Everest Group’s PEAK Matrix Assessment 2024 for Revenue Cycle Management Operations.
• Ranked as a ‘Horizon 1 - Disruptor’ in HFS Horizons HCP Service Providers 2024.
• Recognized as the ‘Best Client Partnership’ and ‘Customer Team of the Year’; ‘Team Leader of the Year’ and ‘Rising Star’ at the Contact Center Network North Ireland (CCNNI) Awards.