CALL centre firm Firstsource Solutions has signed a 10-year deal to expand its existing partnership with Europe’s leading entertainment company Sky
It comes as a result of Sky’s decision to consolidate its outsourced areas under the core TV and broadband service into one strategic partnership.
The expanded partnership will see Firstsource - which employs around 1,300 staff at three Northern Ireland sites in Belfast and Derry - take on 1,200 new people and continue to provide customer experience solutions for Sky’s TV and broadband services until 2026.
It has not been confirmed if any of the new posts will be based in Northern Ireland.
Firstsource, which earlier this week reported an 8.2 per cent uplift in global revenue to $132 million (£105m), has supported Sky with customer experience management since its appointment in 2001.
Through their work with the media and telecommunications giant, Firstsource has been at the heart of helping Sky build and develop their multi-channel customer contact strategy.
In addition to the existing 4,000 people working on behalf of Sky, the expanded partnership has resulted in 300 people based in Warrington transferring to Firstsource in September, and another 900 in Derby also joining via a TUPE process from next month.
Tom Scott, Sky's customer service group managing director, said: “We’re dedicated to providing the very best customer service through each and every interaction, and partnering with our long time colleagues at Firstsource allows us to deliver a brilliant and fully integrated experience across the whole Sky service organisation. Our customers are in safe hands.’’
Firstsour Solutions chief executive Rajesh Subramaniam added: “We've been working with Sky for 15 years, doing some fantastic work to evolve their multi-channel customer experience strategies and implementation. Great customer experience is what now sets the very best organisations apart, and we're delighted to be one of Sky’s strategic partners for the coming years.’’
