Cloud Contact Center Featured Article

Firstsource Solutions Closing Centerpiece Colorado Call Center

March 17, 2014

The call center world just became a little more dismal for workers out in Colorado Springs, CO. A large call center owned by international call center titan Firstsource Solutions Ltd. will be closing in September 2014, leaving its 300 employees without jobs.

The decision, confirmed on Friday, March 14, comes after Firstsource announced that it had lost a major client. "With changing demands in the marketplace, a client has made the decision to cease contact center services provided by Firstsource Group USA Inc. in Colorado," the company stated via email. Firstsource did not release information regarding which company they had lost.

Firstsource has been operating the call center for the last six years, after acquiring the building from the British banking agency, Barclays. The building was originally built in order to handle one of Barclays’ credit card services, alongside the rewards programs. As part of the deal acquiring the call center, Firstsource continued to operate Barclays customer service through an outsourcing arrangement.

Firstsource is one of the world’s largest call center companies, operating 48 call centers across the world. Firstsource, an Indian company, owns call centers in the United States, United Kingdom, India, the Philippines and Sri Lanka with almost 30,000 employees. Their Colorado Springs call center was being marketed as the centerpiece of a planned expansion into the financial services world in the western United States. It seems like this planned expansion has hit a bump, being that they will be closing this centerpiece.

The closing of the call center will serve as quite the blow for the 300 employees, and the economy of Colorado Springs. Many of these employees have gone through a similar experience after the closing of a Bank of America call center.

The company has said that it intends to provide the 300 employees with briefings and assistance during the closing. The CEO of the Colorado Springs Regional Business Alliance also stated that the organization will look to assist those who find themselves unemployed through job training and a local workforce center. 

Edited by Rory J. Thompson

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