UnBPO™ for

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At first glance, "Un" might seem like a negation. But at Firstsource, it’s quite the opposite. Un is a powerful signal—an intentional prompt to question the status quo, challenge outdated ways of working, and reimagine what’s possible.

UnBPOᵀᴹ is our bold, tech-driven, outcome-focused reimagining of business process management—designed not just for where the world is, but where it’s headed.

We’re unlearning legacy models rooted in labor arbitrage.

We’re unlocking new value by pairing human potential with AI.

We’re unleashing outcomes that matter—not just effort.

We’re unifying silos into intelligent, seamless ecosystems.

Because transformation doesn’t start with doing more of the same. It starts when we dare to unlearn, unlock, unleash, and unify. It starts with UnBPOᵀᴹ .

Why now

The traditional BPO transformation curve can only provide incremental benefits in the region of 25-30%, but the UnBPO^TM led transformation curve will provide disproportionate returns in much shorter time frames.

Traditional BPO Transformation Curve

UnBPO^TM Transformation Curve

The 10 challenges facing the industry

The shared services model

centralizes functions to support the entire organization. However, one size does not fit all, and the infrastructure is usually not supportive of centralized delivery, leading to compromised outcomes.

Front-office and back-office operations

have a clear separation, with each segment having its own workflows, priorities, and goals. Customers struggle to achieve outcomes (e.g., standard product outputs are not domain-customized).

Labor arbitrage

primarily works on an FTE-based model delivered from a low-cost location. The engagement structures make clients bear the risk of volume fluctuations, hence limiting scalability and reducing the incentive for new-age technology introduction.

Location debt (dispersion)

The requirement for customer proximity, cultural and language similarities lead to the setting up of new centers in different geographies in lower-cost labor markets. However, it comes with operational complexity, high cost, and high geopolitical & economic risks.

Workforce management

is a volume and headcount play. Operations are rigid, as scaling up or down takes time due to hiring, training, and compliance requirements.

Deep rooted hierarchies

where caution is the default behavior. Top-down structures stand in the way of agility because they restrict the pace of decision-making.

Linear skilling models

with a one-size-fits-all approach often fails to engage employees or address unique skill gaps, especially in the time when the workforce comprises of employees from up to five different generations.

AI interventions

are limited, and organizations focus on mimicking human capabilities with workflow automation or AI-based improvements, separate systems of record, intelligence and engagement.

Partners to fit gaps in offerings

Focus only on point solutions leading to disjointed initiatives that hurt efficiency. Comprehensive solutioning to the problem are missed resulting in low end customer value.

Traditional headcount-based models

where risk is capped by service credits for the provider, but risk ownership is mostly with the client. These models are rigid and lack adaptability, especially in industries where requirements may evolve.

UnBPO^TM Tenets

We are rewriting the rules

Industry Endorsement for UnBPO™

The UnBPO™ approach accelerates transformation and puts AI first in reimagining strategies around people, processes, and technologies.

Dennis Stetzel
SVP & Head of Operations at ETS

I applaud Firstsource as a forward-thinking partner whose approach creates agility in today’s fast-changing, AI-driven world.

Kendra Tucker
CEO of Truckstop

The time to unlearn the old BPO model and relearn these new thresholds of value creation has arrived, and I laud Firstsource’s bold approach to staying ahead of secular change.

Phil Fersht
CEO and Chief Analyst at HFS Research