London, UK -- (SBWIRE) -- 03/11/2010 -- Intelenet Global Services (Intelenet) one of the world’s leading business process outsourcers, has acquired FirstInfo. FirstInfo, the services arm of rail operator FirstGroup, is responsible for customer management, ticket issuing and back-office processing across rail franchises including FirstCapitalConnect, First ScotRail and First Great Western.

The deal, which was formally concluded on the 10th January 2010, sees Intelenet take over FirstInfo’s two UK contact centres in Fort William and Plymouth.

FirstInfo has been rebranded under the banner of Intelenet UK Services

Susir Kumar, CEO & Managing Director of Intelenet, comments, “This acquisition marks the second phase of a major offensive to scale up our European capabilities. Customers are increasingly seeking new delivery models including more onshore and near-shore capacity. Having recently launched a new centre in Krakow, we are committed to expanding via acquisition and organic growth in the UK.”

Under the agreement, Intelenet will continue to handle customer management, correspondence, ticketing and other back office processes for FirstGroup’s rail customers.

FirstInfo has been sold by FirstGroup to enhance its customer services whilst enabling it to focus more fully on its core transport business. FirstGroup will work closely with Intelenet going forward to improve service delivery to its rail customers via improved contact centre infrastructure, whilst building on the skills and knowledge of FirstInfo’s existing staff.

Belen Martinez, First’s Rail Division Business Development Director, said of the sale: “It will be business as usual and the new contract with Intelenet will enable First to improve services to customers.

“Intelenet specialises in the delivery of contact centre services and there will be investments in new technology and processes at the centres.

“We will work closely with Intelenet over the coming months to improve service.”