What we do Firstsource Solutions Ltd, part of RP-Sanjiv Goenka Group, offers global customer management services focused on healthcare, BFSI, telecom, media, and diverse sectors using AI and analytics. |
Founded in 2,001 |
Market share A leading pure-play BPO with strong presence in healthcare and BFSI verticals; recognized as a leader by Everest and ISG in multiple categories. |
Problem solved Enables clients to improve business process efficiency, customer experience, and operational outcomes using transformative solutions and AI-driven automation. |
Top clients or who we serve Services Fortune 500, FTSE 100, ASX200 companies in BFSI, healthcare, telecom, retail and utilities. Operates B2B with deep domain expertise. |
Key management Ritesh Idnani (MD & CEO) leads with extensive industry experience; senior leaders drive digital transformation and client engagements globally. |
Our journey and innovations Established 2001, rebranded 2006; expanded through strategic acquisitions in healthcare RCM and AI; launched AI-led platforms like Firstsource relAITM; global footprint grew to 51 centers. |
Where we operate Globally across North America, UK, India, Philippines, Australia, South Africa, Mexico, Romania, Trinidad, Turkey with strong onshore and offshore delivery centers. |
Top products or what we offer BPO and digital transformation services across BFSI, healthcare, communications, technology, and diverse industries; offerings include robotic automation and AI-driven analytics. |
Top brands Firstsource relAITM (AI suite), First Customer Intelligence, First Chat, First Smartomation; recognized for excellence in customer experience and operations. |
Raw materials needed Not applicable; primarily service-oriented with technology platforms and skilled workforce as key inputs. |
Raw materials supplier - |
Recurring vs cyclical contribution Majority recurring revenue from long-term client contracts across diversified verticals, ensuring steady cash flows. |
Our industry position Top-three pure-play BPO globally in healthcare and BFSI; leader in delivering AI-powered process services with long-term client partnerships. |
Financial highlights FY2025 consolidated revenue ₹79.8B (~US$944M), net profit ₹5.94B; 25% revenue growth and 15% net profit growth over FY2024. |
Geographical revenue split Revenue mainly from USA (~68%), UK (~32%), minor from Asia/Rest of World (1%). |
Order book - |
Whats driving growth Growth driven by AI-led transformation, new client wins, expansion in healthcare and BFSI verticals, and strategic acquisitions. |
Our future plans Focus on AI innovation labs, expand onshore delivery in Australia, scale healthcare AI capabilities, and nurture digital platforms. |
Our green promise Committed to sustainability with green IT initiatives, energy-efficient infrastructure, and achieving EcoVadis Silver rating for carbon management. |
Our people and values 36,689 employees globally with 48% women; emphasis on diversity, inclusion, training, employee ownership through ESOPs. |
Key challenges ahead Managing global macroeconomic risks, talent retention, evolving technology disruption, and competitive pressures in BPO sector. |
Interesting facts Longest client tenures averaging 21 years with top clients; recognized consistently as a leader in Gen AI and CX transformation. |
Risks and strategy Mitigates risks via enterprise risk management framework, governance, and diversified verticals; strategy focuses on technology-led growth. |
