Firstsource Dialog Solutions turns one; sets aggressive growth targets for 2012

Firstsource Dialog Solutions, the joint venture between Firstsource Solutions and Sri Lanka based Dialog Telecom Axiata PLC yesterday announced that it has significantly grown it’s Sri Lankan business since inception in May 2011.

Firstsource Dialog Solutions (FDS), a joint venture between Firstsource and Sri Lanka’s Dialog Axiata (FDS) contributed significantly to Firstsource’s Asia Business Unit, accounting for revenues of Rs. 430 million in the first year.

Firstsource Dialog Solutions began its operations in May 2011 to manage Dialog’s customer contact management operations across its mobile, fixed line, pay television and broadband businesses. The Company has grown its headcount from 396 last year to 580 currently to be one of the most prominent employer it the Sri Lankan market.

Commenting on this occasion, Sanjay Venkataraman, President – Customer Management, Asia said: “Our foray into Sri Lanka was 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 with Sri Lanka contributing significantly to our overall business.”

“We expect 2012 to be a year of two-pronged growth as we focus on talent enhancement and leadership development as well as financial and operational excellence,” he added.

Dr. Hans Wijayasuriya, Group Chief Executive of Dialog Axiata PLC and also the Chairman of FDS, said: “We are very proud to note the significant strides made by FDS during its first year of operations. The company under the able 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. The outcome of their efforts is aptly demonstrated through the quality of service they have 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.”

Firstsource is a leading global provider of customised BPO services to the healthcare, telecom and media and banking and financial services industries. Its clients include Fortune 500, FTSE 100 and Nifty 50 companies. Firstsource has a “rightshore” delivery model with operations in India, Sri Lanka, US, UK and the Philippines.