Firstsource to expand operations in Philippines, Australia
Leading business process outsourcing (BPO) firm offering customer life cycle solutions to companies worldwide, Firstsource has announced its plans to build domain competencies in the company to leverage its position in its status in India, the United States and the UK as well as other new areas, such as Australia. The move comes in the wake of Matthew Vallance taking over as the managing director and CEO of the company after Ananda Mukerji relinquished the posts on July 27 last.
An online news report quotes Vallance as saying that they consider that there are great prospects for the company in Australia. According to the new Firstsource MD and CEO, while the Australian market is 50 per cent of the market in the UK for them, the UK contributes as much as 27 per cent of their revenues. Keeping this in view, they witness new prospects in Australia, where they presently have an insignificant presence with only one client in the region. Vallance, however, pointed out that henceforth they would be expanding their marketing activities in the region and thus, have already appointed a country manager in Australia. He said that carving out a plant that would make Firstsource emerge top in the sectors it is already in was one of his main concerns.
At the same time, Vallance said that he also desires to enhance Firstsource’s presence in the Philippines – arguably the second most favored outsourcing destination globally. He acknowledged that compared to other Indian tech firms, his company has been somewhat late in entering the Philippines market. As of now, Firstsource has a 1,000-seated center in the Philippines and they intend to enhance the capacity there, Vallance said.
Vallance, who has been with Firstsource since 2002, said that he also desires to concentrate on latest service lines. According to him, he also wants to expand his company’s presence in the publishing sector. He further said that presently his company has an insignificant presence in this segment, approximately one per cent, and is of the view that they can increase it substantially. According to him, this was a part of their focus to develop future business lines.
Stating that his company earns over 60 per cent of its revenues from the offshore hubs, Vallance said that this has prompted them to enhance their presence in the US as well as the UK. He said that Firstsource intends to establish new centers in Middlesbrough in the UK and will recruit approximately 500 people for the proposed center. At the same time, the company is presently boosting up its recruitment process in Colorado in the US.