Firstsource Solutions, a business process outsourcing company, has signed a five-year outsourcing agreement with Axis Bank.
As part of the agreement, Firstsource will offer customer contact services (voice, email and web chat) to retail customers of Axis Bank.
Services to the Bank's retail customers will be across the fixed, savings and current account category while credit card services will be to its Platinum, Corporate, Regular and Travel Card Customers. Firstsource will provide these services from its centres in Mumbai and Chennai in 11 Indian languages.
“BPO outsourcing is still in the nascent stage as far as the Indian banking sector goes but its advantages are well-documented internationally and we hope to bring these advantages to Axis Bank,” said Chandra Iyer, EVP and Head of Asia Business Unit.
Firstsource currently derives 24 per cent of its revenues from the BFSI vertical. Firstsource delivers an extensive range of back-office, customer management and collections services for the BFSI industry spanning retail banking, mortgage, bank cards, insurance, custody and research & analytics.