Firstsource Solutions, a global provider of business process outsourcing (BPO) services, has been named Marketing magazine’s contact center agency of the year.

The judging criteria for the award were:

• Effectiveness: Positive effect on client business
• Business Growth: New business wins or growth from existing clients
• People: New hirings, management stability and organizational developments
• CSR: Sustainable practices

Iain Regan, Global Head of Sales & Marketing, Firstsource Solutions, said:

“We’re delighted to win this accolade of contact center agency of the year, as it demonstrates how working with an outsourcer as a strategic partner can really benefit a company’s brand. As an outsourcer, we aim to add value to our clients’ business and deliver tangible benefits as well as excellent customer experience.”

“We’re also pleased to be recognized for our CSR work which includes our initiative to recruit the long-term unemployed, as well as offering flexible working opportunities to our employees.”

One of the judges of the award commented that Firstsource’s “business growth has been very impressive, especially in terms of people numbers, and to have demonstrably delivered for its clients consistently through this growth is to be commended”.

The award of contact center agency of the year reinforces Firstsource’s reputation for excellence, following the awards of European Outsourcer of the Year in the European Call Centre & Customer Service Awards, as well as three National Outsourcing Association Awards - for Outsourced Contact Center, Innovation in Outsourcing and Best High-Tech, Utilities & Telecoms Outsource Project of the Year.