Established in 2001, Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a specialized BPS partner with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. We help our clients across healthcare, banking and financial services, communications, media, technology, retail and utilities reimagine their business with our UnBPO(TM) approach.
Our team of over 35,000 Firstsourcers, globally, is driven to Make It Happen for our clients, solving their biggest challenges. We are a trusted growth partner for over 200 leading global brands, including several Fortune 500 and FTSE 100 companies and present in the US, the UK, Mexico, India, Australia, South Africa and the Philippines.
Rating Reviews
Rating is calculated based on
10
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Pros: It's a solid place to get your foot in the door in the BPO industry. They provide good initial training for customer support roles. The remote work setup is a big plus.
Cons: Career progression is really slow for a Customer Service Representative. It feels like there aren't many clear paths to move up, especially in remote work roles. You can get stuck doing the same thing for a long time.
Advice to Management: Create clearer internal promotion opportunities and development programs for long-term employees, especially for those in remote roles.
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Pros: As a Customer Service Representative, the schedules are pretty consistent for the most part. You usually know your shifts well in advance, which helps with planning outside of work. It's a stable job in the BPO industry.
Cons: Work-life balance can be tough when mandatory overtime hits, especially during peak seasons. There's not much flexibility for onsite roles in the Manila office, so personal appointments can be tricky to schedule. Shift bidding could be fairer.
Advice to Management: Try to offer more flexible options or better compensation for mandatory overtime. Also, review the shift bidding process to ensure it's equitable for all agents.
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Pros: It's a good place to start for customer service roles in the BPO industry. You get solid initial training and learn basic call center operations. The team in the Manila office was usually pretty friendly.
Cons: Career growth is really slow here. You're mostly stuck in your current role for a long time. Opportunities for promotion or moving into different departments feel super limited, even after a few years.
Advice to Management: Invest more in internal mobility and clear career paths for employees. It's frustrating when you feel stuck without a visible next step.
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What kind of health and wellness benefits does Firstsource offer to its employees in India, particularly for customer service roles?
No answers yet.
What is the typical working culture like at Firstsource for customer service roles in India?
No answers yet.
What is the day-to-day work environment like at Firstsource for customer service roles in the Philippines?
No answers yet.
What is Firstsource's policy on remote work for customer service roles in the Philippines?
Firstsource offers a hybrid work model for many of its customer service positions in the Philippines, allowing for a mix of office-based and remote work. This approach aims to provide flexibility while maintaining team collaboration for associates in the BPO industry. Specific arrangements often depend on the client and the nature of the role.
What kind of benefits can entry-level employees expect at Firstsource, particularly in their customer service roles in the Philippines?
Firstsource generally offers standard benefits for its employees, including health insurance and leave credits, which are competitive within the Philippine BPO industry. While specific packages can vary by role and tenure, new hires in customer service typically receive foundational support.
What is the work culture like at Firstsource, especially for entry-level customer service roles in the Philippines?
Firstsource fosters a collaborative and supportive work environment, particularly for new hires in customer service roles. Team leads and senior colleagues are usually accessible, offering guidance and encouragement to help new team members adjust and succeed in their roles.
What is the day-to-day work environment like for a customer service representative at Firstsource in the Philippines?
The work environment at Firstsource in the Philippines for CSRs is typically fast-paced, with a focus on meeting call volume and customer satisfaction targets. While there's a structured approach to operations, the teams often foster a supportive atmosphere to help agents navigate the demands of customer interaction.
What is the day-to-day working culture like at Firstsource, especially for entry-level customer service roles in India?
The working culture at Firstsource is generally fast-paced, with a strong emphasis on teamwork and meeting performance targets in their customer service operations. Employees often describe a supportive environment where colleagues help each other navigate the challenges of the role. It's a good place to learn the ropes of the BPO industry in India.
