Firstsource Solutions, a global provider of customized Business Process Management (BPM) services, is expanding, opening a second contact centre in Cardiff and creating nearly 390 jobs with Welsh Government support.
Announcing the company’s expansion, Economy Minister Edwina Hart described it as excellent news and yet another boost for the rapidly expanding financial and professional services sector in South Wales.
Welsh Government support is for the creation of 387 jobs, 100 of which have already been recruited. The expansion, which is also supported by Cardiff City Council, is due to the company winning two new customer service contracts with a UK media company and a global entertainment business.
Firstsource Solutions opened its first centre at Discovery House in Cardiff Bay in 2012, where it now employs nearly 1000 people and is to open a second centre at Oakleigh House in the city centre
The Minister said:” I am delighted these new contracts have been secured for Firstsource’s Cardiff operation which has been an outstanding success.
“I had the pleasure of officially opening their first centre in Cardiff in 2012 when it was anticipated 600 jobs would be created. They have far exceeded expectations and now employ nearly 1000 people while this latest expansion is creating more than 380 new posts.
“ The company’s decision to open a new centre in Cardiff sends out a very strong message that Wales is indeed a first class location for companies wishing to grow their business.”
As a result of the new contracts Firstsource will be introducing new digital customer service activities and recruiting more multi-lingual staff to serve European markets. This is in addition to those customers already being served in the UK broadcasting, banking, financial and professional services industries from Discovery House.
Kathryn Chivers, Firstsource Solutions Vice President – Sales, said: “This is great news for the business as we expand our offering to provide award winning customer service to more clients and also great news for the economy and people of Cardiff. We already have nearly 1,000 employees in Cardiff which focuses on ‘making it a great place to work.’
“It is a significant advantage to have a highly skilled and motivated local workforce to draw from for this expansion campaign.”
Firstsource, which serves the Telecom & Media, Banking & Financial Services and Healthcare industries, has won numerous industry awards, including in March this year a trio of prizes at the Welsh Contact Centre Awards 2015 – more than any other prizewinner at the event in Cardiff.