NelsonHall’s Customer management Services (CMS) Vendor Assessment for Firstsource is a comprehensive assessment of Firstsource’s CMS capabilities designed for:
Sourcing managers monitoring the capabilities of existing suppliers of CMS and identifying vendor suitability for CMS RFPs
Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
Financial analysts and investors specializing in the support services sector.
Key Findings & Highlights
Firstsource aims to continue development through an organic rather than acquisitive growth strategy. Firstsource has no significant plans for delivery expansions, although locations identified for greenfield development include India, where Firstsource is aiming to open an extra one or two centers. Firstsource’s long term view is to spread its CMS delivery operations over a greater proportion of onshore based centers. Firstsource is also looking to the Philippines where it has recently opened a second centre; the Philippines has also been identified as a potential offshore location for the U.K., for both telecoms and financial services sectors.