Serco manages multi-channel contact centers that provide responsive access to essential government services. Highly customizable contact center solutions are fully integrated with existing platforms, reducing costs and streamlining service outcomes.
We enable government entities to deliver more public services to citizens across a diverse landscape with less taxpayer investment and faster resolution. We improve the citizen experience and reduce costs while facilitating increased digital channel usage. Serco has extensive experience in operating multi-channel contact centers within complex, high-security environments, enabling citizens to interact with government services seamlessly in many ways.
We quickly and efficiently transform legacy contact center systems into digitally enabled centers through our technology platforms. 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 across voice, email, web chat, or social media channels. We use agile workforce and technology management systems that can quickly scale to meet peak demand, ensuring that citizen service needs are resolved promptly.
We deeply understand the unique challenges the public sector encounters, making us a clear leader in providing outstanding service and value for money, delivering services that make a difference in people’s lives and communities.
Our Customer Service teams provide complex contact center solutions in government or Serco facilities or as a remote team across the country. We provide cloud or on-premises contact centers that help millions of people access local or national government services.