London, 31 January 2017: Firstsource Solutions UK, the UK’s leading customer experience expert, has signed a ten year deal to expand its existing partnership with Sky, Europe’s leading Entertainment Company.
The deal 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 take on 1,200 new people and continue to provide customer experience solutions for Sky’s TV and Broadband services until 2026.
Firstsource 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 2016, and another 900 in Derby also joining via a Transfer of Undertakings (Protection of Employment) ‘TUPE’ process on 1 March 2017.
Tom Scott, Managing Director – Customer Service Group, Sky said: “At Sky we’re dedicated to providing our customers with the very best customer service through each and every interaction. With more integrated products and streaming services on offer than ever before, the quality of the customer service we provide is paramount. Partnering with our long time colleagues at Firstsource allows us to deliver a brilliant and fully integrated customer experience across the whole Sky service organisation; our customers are in safe hands.’’
Commenting on the announcement, Rajesh Subramaniam, MD and CEO at Firstsource Solutions said: “We have been working with Sky for over 15 years, doing some fantastic work to evolve their multi-channel customer experience strategies and implementation. As consumers demand more and more from leading brands, we know that great customer experience is what now sets the very best organisations apart. We are delighted to be one of Sky’s strategic partners and look forward to continuing our exciting journey with them over the coming years.’’
Firstsource, a RP-Sanjiv Goenka Group company is a customer experience expert and global provider of customised BPM (Business Process Management). Firstsource partners with brands including FTSE 100, Fortune 500 and Nifty 50 companies in the Banking, Financial Services and Insurance, Healthcare, Telecommunications and Media sectors. We operate in India, the Philippines, Sri Lanka, the UK and the US.