Firstsource Solutions named Outsource Contact Centre of the Year for the second year running



Cardiff, Wales, 9th March 2016: Firstsource Solutions, the UK’s customer experience expert, has won Outsource Contact Centre of the Year at the Welsh Contact Centre Awards.


Attended by more than 700 guests, and hosted by comedian Jimmy Carr, the event celebrated the best of an industry worth £650m to the Welsh economy. Shortlisted alongside a number of global outsourcing firms, Firstsource took home the prize for the second year in a row, cementing its position at the top of the sector.


As one of the largest contact centre employers in Cardiff, Firstsource employs over 1,000 people in its flagship facility at Discovery House, which opened in 2012. The win follows last week’s announcement that Firstsource is creating a further 300 new jobs through the opening of its second, state of the art facility in the city centre.


The win recognises Firstsource as a top employer in the industry and reflects the unmatched career development and training opportunities it offers its people. These include the chance to complete a BSc in Customer Contact Management through a partnership with Ulster University.


Kathryn Chivers, Firstsource Vice President of Sales Operations, said, “We are extremely proud of the work we do delivering first class customer experience for a number of high profile clients. We are delighted that this has been recognised for the second year in a row by the Welsh Contact Centre Forum. The award could not come at a better time, with the opening of our new Oakleigh House facility and the creation of 300 new roles.


“The win is testament to the hard work and dedication of our superb team in Cardiff. We believe that a happy and engaged advisor, with opportunities to learn and grow, is the key to satisfied customers. As we continue to expand our operations in Wales, we are always on the look out for talented and motivated people to join our team.”


Sandra Busby, Managing Director of the Welsh Contact Centre Forum, said: “The contact centre industry is made up thousands of hard-working individuals who come together to make diligent, vibrant teams with a real sense of community.


“The sector is enormously important to the Welsh economy and contributes a huge amount both financially and socially to communities throughout Wales. So it’s a real pleasure to play a part in recognising the excellent work that goes into call centres across the nation. All our winners should be very proud of themselves.”