BPO firm Firstsource Solutions has won the 2009 National Outsourcing Association (NOA) Award for Best Telecommunications, Utilities and High-Tech Outsourcing Project. The award recognizes services delivered by Firstsource to a premiere telecom client. This is the fourth consecutive NOA award for Firstsource.

Firstsource has over 500 employees in Belfast and over 300 in Mumbai for this telecom company and provides a range of services to them including inbound customer services from Belfast and email responses, webchat, white mail, credit administration and a range of back office services from Mumbai for contract consumers and small businesses.

Firstsource won the award for its innovative approach to deliver customer service, cutting Average Handling Time (AHT), and establishing a customer insight programme.

“Our telecom business accounts for approximately 35% of our global revenues and we provide a wide range of services from inbound customer services and support to technical provisioning from the UK, India, Argentina and the Philippines. The award is also an acknowledgement of the hard work and dedication of our employees,” commented Matthew Vallance, President of Telecoms & Media and Financial Services.

Firstsource is the largest foreign investor in the UK in the contact centre & shared services sector, and the largest Indian creator of UK jobs during the last three years. Firstsource’s two UK centres (Belfast and Londonderry) have become centres of excellence for the telecommunications and media industries.