Firstsource Solutions with their award in London

A LEADING Northern Ireland firm has won a top business award in London.

Firstsource Solutions, a global provider of business process outsourcing (BPO) services, has been awarded the accolade of Outsourcer of the Year in the European Call Centre and Customer Service Awards 2012.

The prestigious award was presented to Firstsource at the gala awards dinner that took place at the Hilton Park Lane, London.

Firstsource operates four centres in Belfast and Derry and employs over 2,000 staff across Northern Ireland and 800 employees in the Republic of Ireland in Dublin and Cork.

Iain Regan, Global Head of Sales & Marketing, Firstsource Solutions, said: “We are proud and delighted to have won this important and highly contested award.

“This recognises our continued growth through the excellent relationships that we have established with our clients and the real value that Firstsource adds to our clients’ businesses.

“Most importantly, the judges acknowledged that great performance is down to great people and that Firstsource has created a working environment that enables its staff to excel.

“The award is an endorsement of our how we work with our clients to deliver tangible value and the positive change that is needed in the increasingly complex world of customer management.

“This award is down to the outstanding work, flexibility and commitment that every one of our employees provides.”

In awarding “Outsourcer of the Year” to Firstsource, the judging panel noted: “From a very strong field of entrants, Firstsource stood out by clearly demonstrating where they had added value over and above the service they were contracted to deliver – and the way it genuinely engaged with both employees and clients.”

The awards received a record number of entries this year across a wide range of categories. The judges of the Outsourcer of the Year award were looking for outsourcers that could demonstrate:

A clear understanding of the business aims and challenges and how the outsourcer helps its clients

Differentiation from other outsourcers:

*Open, two-way communication channels between the outsourcing frontline and client decision makers

* Evidence of effective integration, investment in client relationships, and transparency

* Robust people processes that make the organisation a pleasure to work for, including a well-thought-out recruitment strategy, effective training and coaching methods, and a focus on employee motivation