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National award for Serco Contact Centre: Transperth

Published: 28 Oct 2014

Serco's Transperth contact centre has been named as Australia's best contact centre of the year with less than 30 full time employees at the inaugural Auscontact Association Awards.

The Centre, with fewer than 30 full time employees, is managed by Serco on behalf of Transperth, answering calls to the Transperth InfoLine and directing the public with information regarding fares, timetables, ticketing, lost property and general enquiries. Serco has provided these services for 18 years.

The Awards assess performance across a number of areas including achievement of objectives, management of work volumes, tools, Management Information Systems, Human Resources practices, communication, process improvement, physical facilities, employee engagement, customer experience, reward and recognition and costs.

Contract Director Andy Wood said the award recognised the staff commitment to its customers with the centre receiving more than 1.1 million customer inquiries a year.

"This is great recognition from our industry peers and shows that the focus on customer satisfaction, service and dedication with our clients is working," Mr Wood said.

"We know from Transperth's externally measured customer satisfaction results, which consistently show passenger satisfaction with Serco's delivered services being in excess of 90 per cent year on year, that we are meeting the needs of our customers, and this award shows these efforts are equivalent or better than other Centres around Australia."

Serco Global Services Australia Managing Director, Stuart Beaumont, congratulated the Transperth team. "We know that the Transperth team pride themselves on customer service and excellence, and I am pleased that the industry has recognised the quality of service in what is a very competitive area of business."