Belfast Telegraph

Firm with Ulster call centres nets £7m three-month profit

By Clare Weir

AN international call centre with offices in Londonderry and Belfast has reported pre-tax profits of £7m for the quarter ending September 2013, up by more than 50% compared to the same period last year.

Firstsource Solutions has also reported a revenue growth of 10% to £80m in its latest financial results.

The global provider of business process outsourcing services currently employs more than 30,000 staff globally.

It has 2,365 staff at four contact centres in Belfast and Derry.

The recent business growth reaffirms Firstsource's position as one of the UK's leading outsource contact centre providers and one of Northern Ireland's top 20 companies.

The company has also recently enjoyed significant business wins and industry recognition with two recent National Outsourcing Awards – for business process outsourcing project of the year and outsourcing service provider of the year.

Firstsource offers a range services for leading brands in the telecom, media, banking and finance and healthcare industries.

Services include customer acquisition, customer care, technical support, transaction processing and collections, web-chat, online forums and social media.

Sanjiv Goenka, chairman of Firstsource, said he was delighted with the progress that Firstsource has made over the quarter.

"The company's focus on driving value and customer satisfaction is razor sharp and we are seeing results to this effect. I believe that Firstsource is well positioned for growth in the industry."

Employees in Northern Ireland handle the vast majority of calls for Sky TV, one of Firstsource's largest clients.

The company has signed an additional contract with Sky in the UK to provide a range of services such as broadband support and support for billing and technical queries for TV, broadband and telephony products.

These services will be delivered from Northern Ireland and India.

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