FirstSource

Firstsource is a global BPO company that designs, builds, and runs AI-native business operations for enterprises across healthcare, banking and financial services, communications, media, technology, retail, and utilities. An RP-Sanjiv Goenka Group company, Firstsource has been operating for over 25 years across 10 countries, with a workforce of approximately 35,000 people. The company's approach to outsourcing centers on its Kairos platform, which brings together consulting, implementation, and technology into a single engagement. Rather than billing for effort, the model ties accountability to measurable outcomes. This means clients working on mortgage processing, claims adjudication, or customer contact don't receive a handoff between strategy and execution, they work with one partner across the full workflow. Back office operations cover intelligent intake and capture, processing and adjudication, operations delivery, intelligent optimization, and agentic automation. For banking and financial services clients, this extends to core banking support, consumer and commercial lending, card and digital payments, mortgage servicing, and fraud management. Health plan and healthcare provider clients receive operations support across claims, member services, and clinical back office functions. Customer experience and collections form another significant part of the service portfolio. Alongside these, Firstsource offers technology services, GenAI data services, marketing services, and consulting and AI advisory work. The client base includes banks, building societies, credit unions, fintech companies, digital banks, independent mortgage providers, health plans, healthcare providers, communications companies, media organizations, edtech platforms, retailers, digital marketplaces, and energy and utility businesses. Analyst recognition from HFS, ISG, NelsonHall, and Everest spans healthcare, financial services, customer experience, AI services, and financial crime and compliance. On the sustainability side, the company holds a top-1% rating in the S&P Global Corporate Sustainability Assessment, an EcoVadis Silver rating, and a CDP B rating, with a Net Zero by 2050 commitment. For businesses evaluating a call center or back office outsourcing partner in the USA, Firstsource combines process-level domain expertise with AI-native delivery across regulated industries.