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Serco's BPO business wins managed services contract in US

Published: 7 Mar 2014

Serco, the international service company, today announced that we have been selected by SIRVA, one of the world's leading logistics and relocation services companies, as one of its global strategic partners and suppliers. Serco has been awarded a multi-million dollar long-term transformative managed services contract by SIRVA to provide lead generation, customer service and query resolution and safety and driver support services. Service will be delivered from Fort Wayne, Indiana.

This marks an expansion for Serco's global Business Process Outsourcing (BPO) division into the logistics arena in the United States. With this award, Serco will be establishing its customer contact center in the existing SIRVA facility in Fort Wayne, Indiana in order to support SIRVA's moving services business and other Americas clients. We will also be establishing a new Customer Experience & Innovation Center in Fort Wayne, where we can demonstrate Serco's global capabilities to new prospects and existing clients for leading edge technologies.  

 "Global companies can locate anywhere, and it speaks as a testament to Indiana that so many of them choose to operate here," said Victor Smith, Indiana Secretary of Commerce. "We are excited to welcome Serco to Indiana, where our low-tax business environment and diligent Hoosier workforce will serve them well as they look to grow and help other companies thrive."

SIRVA is confident that Serco can provide enhancements to their operations. Effective March 9, Serco will work with SIRVA to transition all selected SIRVA employees located in Fort Wayne to Serco employees. With joining a global business, these new Serco employees will have the opportunity to expand their roles, grow their careers and diversify into different fields.

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Serco Global Services Chief Executive in the Americas, Steve Sieke said: "We are delighted to welcome the employees of SIRVA to Serco. In the U.S., Serco is a leading supplier to the U.S. federal services market and many commercial clients with more than 10,000 employees in the Americas alone. With the addition of SIRVA and their logistics specialty, we now have a stronger platform from which we will be able to offer our customers more integrated end-to-end solutions. SIRVA customers will also benefit from improved customer satisfaction with the implementation of our best practices as we manage more than 600 million calls and 60 million transactions annually from our global customer contact centers."


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