1.
BUILDING
BASICS
of US Healthcare
domain knowledge
DELIVERING PROCESS /
PRODUCT TRAINING
based on client requirements
CREATING
VALUE
through domain knowledge
based interventions for
solving business problems &
higher profitability
DELIVERING ON BRILLIANT
BASICS
through employee skill building,
digital learning interventions &
deploying First Time Right practices
ENSURING
QUALITY
through
Transactional
Quality & E2E
Quality audits
Capability Development as a function, focuses on the end-to-end domain learning journey of every employee at Firstsource, using the
smartest digitally enabled and engaging tools, focusing on business outcomes and prioritizing constituent experience.
OurLearningFramework@ play

2.
© FIRSTSOURCE 2022 | CONFIDENTIAL I 25 January 2023 | 2
Enabledby…
Value-added
Customer
Experience
Elevated
Agent
Experience
Enhanced
Business
Outcomes
Seamless
Transition
to Digital
Design
through Content transformation – COE
• Interactive e-learning built on “Learn –
Practice -Master - Sustain” approach
• Online system simulations for practice
• Gamification for increased
engagement
• Videos and micro-learning for
continuous improvement
• ‘Always on’ learning
Delivery
through Dedicated facilitators and
quality auditors
• Four critical phases – Pre-Process, Process, OJT
and BAU
• Virtual and in-office training expertise
• Training delivery based on Adult Learning
Principles
• Focus on client brand values, products &
processes
• Training KPIs alignment with business outcomes
• Strong close-looping process based on gap & root
cause analysis
Digital interventions
• Decision trees for ‘First Time Right’ outcomes
• Video based learning for top call drivers and learning paths for personalized and continuous learning

3.
© FIRSTSOURCE 2022 | CONFIDENTIAL I 25 January 2023 | 3
HolisticApproachforMomentsthatMatter
Onboarding Training OJT Production
Training
Quality
• Profile analysis basis early
tenure performance
• Close loop quality insights
• Calibrations with
hiring team
• Customized
assessments
• Client brand & values
• Tone of voice
• Cultural context
• CX – CSAT, FCR, NPS (Per client
requirements)
• Product, compliance & systems
• Videos & gamified assessments
QA WORKBENCH COVERING THE END-TO-END VALUE CHAIN
Co-designed quality
assurance framework
Monitoring
process defined
Sampling approach agreed upon:
Targeted; Stratified
Coaching and
effectiveness monitoring
Interaction with new hire groups:
• Calibrations
• Call listening & reviewing
• Post training sign off
• Trainer support in early Tenure
• Micro learning content for
refreshers
• Progressive Learning approaches
• Scorecard based certification
• Dedicated monitoring support
for early tenure
• Coaching support and key
metric feedback
• Insights at batch level
• Gamified monthly assessments
• New updates & roll outs
• TNI based interventions
• Random/Focused/risk-based monitoring
• Behavioral governance
• Business health report (Complaint
Outcome, Customer Verification etc.)
• Gap analysis and root cause – people,
processes and policy
• Action plans using control impact matrix

4.
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TheTrainingValueChainof NewHire Engagement
Reimagining the new hire learning model by impacting various stages the lifecycle of the new hire
• Simplifying or
staggering
work types – Simple
to complex (wage
model to mirror
skills)
• Design volume-
based
skilling journey for
identified programs
• Assess & Align
(quality of hires) –
In partnership with
the TA team to align
hiring assessments
to required
knowledge, skills
and aptitude by
roles and business
• Pre-hire videos –
to align new hires to
the actual job they
are getting into &
avoid job shock
• New approach to
training with Smart
Learning
Framework focusing
on high volume
areas
• Using digital
learning for delivery
• Facilitators certified
on the modern
methods of training
• Defined nesting
approach
• Usage of digital
methods to
enhance OJT
learnings
• The Varsity -
create value
proposition by
deepening domain
expertise and
foundation skills
1 2 3 4 5 6
“Make my job easy!”
“Map my skills
accurately to the job”
“Make me understand
what to expect”
“Set me up for success
with training”
“Help me to learn the
ropes on the job”
“Enable my growth”

5.
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A ComprehensiveApproachtodevelopinghealthcaredomainskills
We have put in place multiple initiatives in partnership with HR and Ops that enhance the entire life cycle of our associates .
Learning
Supporting
Collaboration
Career
pathing
Onboarding
Pre-training orientation
videos to let our new
employees know what to
expect
The Varsity – an online
domain university for
associates to pick up
advanced/adjacent skills
Ongoing Remediation Processes &
Tools - collaborating with the PE
team, automation team, Technology
team, the design team and the client
Hands on, engaging, gamified and
easy-to-use digital learning content for
pre-process and process training using
the Smart Learning Framework
A revamped nesting process
resulting in improved engagement &
knowledge retention using
simulations, digitized training
modules, decision trees &
eliminating the need to train etc

6.
Digitizationefforts
 Self paced learning modules created by our Design team in collaboration with our Training Delivery and Quality teams
 100% Pre-Process trainings to be digitized by end of January 2023
 Digital Intake - Separate and customizable modules for every customer for Data Capture and Mail Room available – ~ 70 learning hours
 Simulations and Gamified assessments a part of the learning journey
https://360.articulate.com/review/content/93822282-35d2-4293-bfa6-
b176c2c1144b/review
Back

7.
© FIRSTSOURCE 2022 | CONFIDENTIAL I 25 January 2023 | 7
TheVARSITY
Boost a feeling of value, confidence,
& proves we are committed to
growth.
Surveys have shown that employee
with certification were 90% time
more productive & 60% more
efficient than those without.
They want to be challenged in
positions. Seek learning openings and
consider the impact on their career
path
Demonstrates we maintain a high
level of knowledge and skill in
industries
Problem Statement: FSL needs to attract, retain and engage talent by providing them with long-term engaging learning pathways and options to develop
their skills in the business domain and grow in the various domains or specialize in certain domains.
Talent needs to be leveraged across BUs and the right learning pathways need to be provided for building talent as a competitive edge for the Organization.
e.g. Claims 101, 102 course – Can be leveraged across HPHS and cross-pollinate into Provider
Employee Satisfaction Engagement Attract Top Candidates Gain Competitive Advantage
Benefits
https://firstworld.firstsource.com/intranet/the-varsity/

8.
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CignaDataCaptureQualityImprovement:Collaborateto win!
Firstsource provides digital intake processing services to Cigna for Dental claims from Onshore & Offshore centers. The complexity arises in Dental since we only receive B&W with a
higher volume of handwritten forms which reduces the OCR efficiency. In Feb’22, a project was initiated to improve and meet Cigna data capture quality targets consistently.
Analyses & root causes
 OCR, Review and Correction process error contributed to ~60%;
agent errors contributed to ~40%
 Top error fields - provider info, remarks, missing teeth &
orthodontics check box – Additional System Edits
 Input issues - Input quality issues , input channel mix variations,
newer templates
 Gamification based tests to enhance both speed
and accuracy
 Quality club SOP rollout to reward top
performers
 Visual Management – daily process splash
People
 Daily Error Review Sessions
 Defect level Refresher sessions
during lean days
 Weekly process knowledge
assessments
Process
 Restrict bottom performers
in specific queues (Recycle
& Review process)
Technology
 OCR Improvement/fine tuning ,
addressing 300+ errors fixed in
9 waves between May to
Dec’22
 System enhancements identified during the Quality
workshop that included - data validations & UI
changes to aid operators
 Deployed 20 system fixes and 9 validation rules in
production.
 Deploy best performers and realign agents
(Primary & secondary) in Review process and do
periodic audit.
 Team aligned in single shift with TL to drive focus
Remediation
Quality trend Jan’22 - Dec’22
Back

9.
© FIRSTSOURCE 2022 | CONFIDENTIAL I 25 January 2023 | 9
OCRImprovementApproach& Results – DigitalIntake
Input Analysis Changes Testing Measure
• Simulations
• OCR templates
• Configuration analysis
• Optimizer results verification
• Shrinkages
• Type of forms
• Field ROI
• Font types
• Data run over from field to
field
• Measure the results for a
specific period
• Escalate/rework the
changes in case of
negative results
• Change Management
Communication back to
client(s) and stake holders
on the feedback or
improvements
• Improving Parsing
• Adjusting ROI readings
• Add templates to address
variation of images, types
• Parsing between fields
• Addressing patterns
• Intelligent edits
• Optimizing OCR between
engines
• UAT testing
• End to End testing
• Load testing
• Adjust / Modify
• Re-Test until results
satisfactory
• Add the changes to the
Change Management Process
(check in /check out)
• Weekly Agile release/roll outs
• Internal audit feedback
• Client feedback
1200+ defects fixed till December’22 through 19 OCR waves (year to date) of deployment, two waves in each month
OCR Fix categories : ROI Mismatch fix - 47% ; Parsing fix - 26% ; Pattern fix – 14% ; Validation rule – 13%

10.
Article 20061 Vs Balancing Queue Article
Multiple gaps identified in articles across LOBs with an outdated or contradicting processing guidelines. Such instances are coming into light
when defects are identified in the audits. ~14 suggestions have been submitted for SOP modifications.
One such instance led to 40+ defects identified during OJT, which were removed post calibration.
Processing step calls for validation of admit type and based on form type, the decision has to be made following guidelines. Article 20061 directs
to enter 9 as default code while Balancing queue article asks to leave it blank.
Article 20061 Balancing Queue Article
StreamliningSOPs(Articles)– Claims

11.
© FIRSTSOURCE 2022 | CONFIDENTIAL I 25 January 2023 | 11
Enablingfasterlearningthroughdecisiontrees– EDSM
Yonyx is an
interactive
decision tree
tool
Yonyx
provides next
step
instructions
based on
current criteria
Yonyx updates
real time

12.
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Certificationof newhires – ProposedModelforClaims
Assessments
•Trainee must secure 90% in the end of the training assessments or a skill set. The questions will be based on agenda covered in
the training that will cover all areas with a minimum of 2 questions from each section.
•1 retake is allowed per trainee
•Trainees who do not clear the first assessment will be placed in refresher training post which an assessment will be conducted
•If the trainee failed to clear the second assessment, he/she will be referred to HR
OJT Quality
Threshold
• Each trainee must complete a minimum of 50 claims during the OJT period or as per business requirement.
• Trainers will ensure all trainees are able to attend to different scenarios during the course of OJT
Certification
• A quality threshold of 96% needs to be met, for trainees to be certified in OJT and move to live production or next skill set
•Trainees who do not clear the OJT, will be placed in refresher training
•During the 2nd round, trainees must secure 96% quality scores in the next 50 claims assigned to them
• If the trainee fails to clear the OJT threshold, he/she will be referred to HR

13.
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TheVarsity– CurrentStatus& Plans
Creation
• Created in a collaborative process that involved SMEs,
Content CoE, Ops stakeholders, HR and TA
• 4 Certification courses – Customer Service for Contact
Centers, Banking Bootcamp, Healthcare 101 and
Healthcare Claims 101
Roll out
• Launched on 18 October, 2022
• 500+ Enrollments in the first 1 month
• 50% completed and certified. Average 90% scores.
• Learners are enthusiastic about the learning; no
complaints about lack of time
Next Steps
• Short term: New courseware for BFS, MS Office Skills,
Customer Service for Email & Chat, QA and Training
Skills for TLs
• Long term: Conduct a 360-degree survey to identify
the next set of skills required and add courses
accordingly
An EVP learning portal offering domain-specific certifications enabling our associates to upskill/cross skill voluntarily, helping them to
build their careers at FSL.
Back
https://360.articulate.com/review
/content/300236d2-eb30-4c54-
8add-136f0b9900d2/review

14.
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GamificationbasedAssessmentsforfrontlineassociates
Gamification based
Assessments
The learners go through modules and assessments and go
through tollgate assessments at every stage of training.
To make learning even more fun and interactive, we
leverage “KAHOOT” based gamification e-learning
modules and assessments developed on our internal LMS.
This methodology is used for new hires and for existing
BAU employees as well.

15.
• More than 7000+ knowledge-based games played in first
three-quarters of FY22
• Focused on top defect trends, root causes, new process
updates, complex situations etc
Sample Employee Testimonials
(Verbatim)
It’s a great initiative taken by Cap Dev
team by developing this gamification
platform. The simplest way to learn
mortgage concepts with loads of fun
activities. The team is very excited to go
through these modules. Looking forward
for more such fun learning activities!!
. Less time-consuming, fun and easy to
understand are what makes it stand out
from all other process-related quiz. It's
unique grading system is a game changer.
. It keeps us not only engaged with
great audio-visuals but also propels the
state of thinking. Thanks to all involved
in creating and persistently driving this
with success.
https://360.articulate.com/review/content/7c
f66db5-5dc7-4d81-aa0d-
88585c73ae33/review
Back
LearningGamification-A wayoflifenow!

16.
PresentingGamBL- (Game-basedLearning)Engine
A scalable game-based learning architecture which can be overlaid with any content for any process
Back

17.
Our Accolades in Learning FY 22 – 23
L&D Leadership India Summit
– Award for Digital Learning
Transformation
For “ moving the mindsets
and actions around
learning to quickly adopt
and scale micro-learning,
gamification, videos and
simulations”
Economic Times –
HR World Future Skills –
Gold award
For “our High Impact Hybrid
Learning Program & in
recognition of the Digital
Learning Transformation at
scale undertaken by the
Capability Development team”
Brandon Hall –
Silver Award 2022
For “enterprise-wide digital
learning journey enabling our
businesses to reduce ramp-up
times and improve their
learning experience, through
a “seed to scale” approach.”
Silver award
winner in the
“Trailblazer” category at
the 2022 Learning in
Practice (LIP) awards
In recognition of FSL’s
innovative and
transformative work in
enabling engaging and
effective employee
Capability Development

18.
© Firstsource Solutions Limited | Confidential | 25 January 2023
www.firstsource.com
Helping customers stay ahead of the
curve through transformational
technologies and capabilities
Firstsource Solutions Limited, a RP-Sanjiv Goenka Group company, is a
leading provider of transformational solutions and services spanning the
customer lifecycle across Healthcare, Banking and Financial Services,
Communications, Media and Technology and other industries.
Our ‘Digital First, Digital Now’ approach helps organizations reinvent
operations and reimagine business models, enabling them to deliver
moments that matter and build competitive advantage.
With an established presence in the US, the UK, India and the
Philippines, we act as a trusted growth partner for over 100 leading
global brands, including several Fortune 500 and FTSE 100 companies.