Leading BPO service provider, Firstsource Solutions has signed a five-year outsourcing agreement with private sector Axis Bank. Firstsource, as a part of the agreement, will offer customer contact services (voice, email and web chat) to retail customers of Axis Bank. Services to Axis Bank retail customers will be across the fixed, savings and current accounts category while credit card services will be to its platinum, corporate, regular and travel card customers, according to a press release.Firstsource will provide these services from its centres in Mumbai and Chennai in 11 Indian languages.
"We are delighted to partner with Axis Bank. Outsourcing to specialists can help the Indian banking and financial services sector become more competitive, deliver greater efficiency and increase customer satisfaction," EVP & Head of Asia Business Unit, Chandra Iyer, said.
"BPO outsourcing is still in the nascent stage as far as the Indian banking sector goes but its advantages are well-documented internationally and we hope to bring these advantages to Axis Bank," Iyer said.
Firstsource currently derives 24 per cent of its revenues from the BFSI vertical.
The company delivers an extensive range of back-office, customer management and collections services for the BFSI industry spanning retail banking, mortgage, bank cards, insurance, custody and research and analytics. Its clients in the BFSI industry include several leading banks in the US and UK and seven of the 10 largest credit card companies in the US, the release said.
Firstsource derives almost 10 per cent of its total revenues from its Asia Business Unit which caters to the domestic business. Its delivery proposition to leading Indian corporates includes an entire range of back-office and contact center solutions, operations best practices, strong governance structure, scalability and pan-India multilingual delivery.
It has established centres in metros like Mumbai, Kolkata, Bangalore and Chennai and in non-metros like Indore, Bhopal, Jallandhar, Siliguri, Bhubaneshwar, Vijayawada, Trichy, Coimbatore, Kochi, Hubli and Pondicherry.