Firstsource Solutions has extended its partnership with British Sky Broadcasting, the UK’s largest entertainment and communications company, by another three years. Financial details of the deal were not disclosed.
The partnership has been in place for more than 10 years. The contract will see Firstsource expand its existing UK operations into two more sites in Belfast and Cardiff, in addition to its established centre in Londonderry that employs over 1,000 staff. Firstsource recently opened a customer support centre in Belfast employing over 300 people and plans to open a new centre in Cardiff in June with over 600 staff.
The contract for outsourced customer services management will focus on improving customer services and delivering better shareholder value. Sky has two strategic outsource partners. The range of services provided by Firstsource includes customer service and technical support for Sky’s over 10 million customers across its TV and broadband services.
“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,” said Kerri-Anne Miller, director of customer service, Sky.
“We are delighted that Sky has selected us as a strategic partner. Our addition of new facilities to support the expansion of Sky’s business marks an exciting juncture in our relationship, and provides us with a platform for a wider and deeper partnership,” said Firstsource chief executive officer and managing director Matthew Vallance.