Adam Gould and Laura Hourican from Firstsource Solutions along with Mike Fairman, CEO at giffgaff announce a three year contract extension with Firstsource at its site in Derry/ Londonderry. The giffgaff investment also includes an ultra-modern training lab for giffgaff staff creating an enhanced experience to accommodate additional technical and member service activities for the brand. PIC: By Lorcan Doherty Photography
GIFFGAFF, one of the country’s leading mobile network providers has announced a significant three-year contract extension with Firstsource Solutions in Derry.
Firstsource is one of Northern Ireland’s largest private sector employers with close to 2,000 employees across three contact centres in Belfast and Derry.
The renewed contract signifies a commitment to providing excellent member management services for the network provider. Known as a ‘virtual’ operator with no high-street presence, giffgaff offers exciting and flexible deals for members, which has earned it a reputation for being a disruptor in the mobile industry.
The giffgaff team currently has 64 members in Derry and this contract announcement will create a further 16 jobs including work from home roles.
Firstsource and giffgaff have invested over £130,000 with local contractors in a cutting-edge facility in order to accommodate additional technical and member service activities.
Adam Gould, VP Head of UK Operations at Firstsource, said “We know that a good member experience is one of the most important ingredients in creating and maintaining a successful brand. The giffgaff model is innovative and is continuing to outclass other network giants.
“This contract also demonstrates our commitment to Northern Ireland and the Derry area in particular, which continues to play an important role in our wider global business strategy.
“We contribute over £26m to the local NI economy each year and as we continue to evolve with a number of world class brands including giffgaff, this demonstrates further that Northern Ireland is a great place for global firms to do business.”
The Firstsource and giffgaff partnership has seen Firstsource develop an innovative community based solution for managing member contact.
Adele Shaw, Head of Member Services at giffgaff said: “As experts in our member experience, with the analytics capability to help us monitor, moderate and improve their journeys, Firstsource were the perfect choice for giffgaff to partner with.
“We are looking forward to continuing to work with them in the future to deliver the best member experience possible.”
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