Welcome to Serco.com. Please review the region selection dropdown just below to get the most relevant content to your region.

Contact Centres

Using technology to enable citizens to transact efficiently and effectively with government services through our integrated, responsive, and flexible multi-channel contact centres.

Contact Centres

Serco manages multi-channel contact centres that provide accessible and responsive access to essential government services. Bespoke contact centre solutions are fully integrated with existing platforms, reducing costs and streamlining service outcomes.

We enable government bodies to deliver more public services to more citizens, across metropolitan, regional, and remote areas, with less taxpayer investment and faster resolution. We improve the citizen experience and reduce costs, while facilitating an increase in digital channel usage.

Serco has extensive experience in operating multi-channel contact centres within complex, high security environments, enabling citizens to interact with government services seamlessly, in many different ways.

Through our technology platforms, we quickly and efficiently transform legacy contact centre systems into digitally-enabled centres. We integrate multi-channel contacts into a single conversation to provide a unified view of the citizen. This means citizens can have a single service conversation as they move across channels, whether voice, email, webchat, or social media.

We use agile workforce and technology management systems that can quickly scale to meet peak demand, ensuring that citizen service needs are resolved promptly.

Key Facts

  • We have 20 years’ experience delivering contact centre services on behalf of governments across Australia and New Zealand.
  • We have 7 government contact centres in operation across Australia located in Western Australia, Victoria, Queensland, New South Wales, and Tasmania.
  • We handle 55 million citizen interactions each year.
  • We deliver 3 billion seconds of contact centre services annually for one federal government agency, handling 4 million customer interactions each year, responding to requests for highly confidential and sensitive financial data.
  • We gather feedback for a state government transport agency contact centre information service, where satisfaction with knowledge and our manner has increased every year in the past three years, reaching 94% in 2016.

Contact us for further information on Serco’s Citizen Services: