Firstsource to open new contact centres in Belfast and Cardiff

Firstsource Solutions and Sky have announced an extension of their partnership in a three-year contract for outsourced customer service management which will lead to them opening two further sites in Belfast and Cardiff.

The contract builds on the established partnership between Firstsource and Sky over the last 10 years and is part of Sky’s objective of improving customer service and delivering better shareholder value. As a result of this programme, Sky now has just two strategic outsource partners.  The range of services provided by Firstsource includes customer service and technical support for Sky’s 10m+ customers across its TV and broadband services.

The contract will see Firstsource expand its existing UK operations into two further sites in Belfast and Cardiff in addition to Firstsource’s established centre for Sky in Londonderry which employs over 1,000 staff. Firstsource recently opened a new customer support centre in Belfast employing over 300 people and plans to open a new centre in Cardiff in June.

“Having worked together for the past ten years, we have every confidence that Firstsource will continue to maintain our excellent levels of customer service. We’ve got more customers than ever before, taking multiple products, so the addition of two centres in Belfast and Cardiff will ensure we are continuing to provide first class customer service,” commented Kerri-Anne Miller, Director of Customer Service, Sky.

Sean Canning, Firstsource’s Head of Customer Management, commented: “As a rapidly growing company in the UK, Firstsource offers excellent career development opportunities. We aim to nurture talented individuals and people joining Firstsource over the next few months who have the right skills and talent can expect to enhance their career path with Firstsource.”

Pictured above: The new Cardiff call centre.