Infotech Lead Columbo: Firstsource Solutions, a provider of customized business process outsourced (BPO) services to the banking and financial services, telecom & media and healthcare sectors, has grown its headcount inSri Lanka to 580 from 396 last year.
In 2012, Firstsource Dialog Solutions (FDS), a joint venture between Firstsource andSri Lanka’s Dialog Axiata, will target two-pronged growth as the company focuses on talent enhancement and leadership development as well as financial and operational excellence.
Firstsource Dialog Solutions began Sri Lankan business in May 2011.
FDS contributed significantly to Firstsource’sAsiabusiness unit, accounting for revenues of INR 176 million (LKR 430 million) in the first year.
Firstsource Dialog Solutions manages Dialog’s customer contact management operations across its mobile, fixed line, pay television and broadband businesses.
“Our foray intoSri Lankawas a strategic move to strengthen our position in the SAARC market and address the growing requirement of contact centre management in the region. Today I am happy to say that the strategy has borne fruit for Firstsource withSri Lankacontributing significantly to our overall business,” said Sanjay Venkataraman, president – Customer Management,Asia, Firstsource Solutions.
“We are proud to note the significant strides made by FDS during its first year of operations. The company under the leadership of its experienced and highly skilled management, has applied diligent focus to the development of best in class Business Process Outsourcing capabilities across a wide range of customer service offerings,” said Hans Wijayasuriya, group chief executive of Dialog Axiata.
The outcome of FDS efforts is demonstrated through the quality of service delivered to Dialog and other clients as well as through the company’s consistent success at COPC (Customer Operations Performance Centre) Certification – the international quality benchmark for BPO operations.
Dialog Axiata serves a subscriber base in excess of 6.7 million Sri Lankans.