We deliver integrated contact center platforms, advanced workforce management, and expert customer engagement strategies to help clients overcome legacy technology barriers, optimize service delivery, and build future-ready, resilient operations.
Call centers today face the dual challenge of modernizing legacy systems while meeting rising customer expectations for seamless, omnichannel service. Many organizations struggle to integrate voice, email, chat, and social media into a unified experience, resulting in fragmented customer journeys and inconsistent service quality. The pressure to deliver fast, accurate, and empathetic support is compounded by surging call volumes and the need for agile workforce management, especially as remote work and digital channels become standard.
Communications Management
Effective communication aligns messages and engages the workforce through internal communications, newsletters, and recognition programs. Technical writing support ensures clarity in procedures and job aids. This solution helps address fragmented communication and supports workforce engagement, which is critical for managing high call volumes and maintaining service quality.
Contact Center Operations
We establish and operate scalable, integrated contact centers that handle inbound and outbound calls, emails, e‑messaging, and targeted outreach programs. By providing efficient, multi‑channel operations, this solution tackles the challenge of omnichannel integration and ensures excellent citizen service even during peak demand.
Customer Experience Strategy
We optimize the end‑to‑end journey for citizens by improving website usability, information accuracy, and the quality of interactions at every touchpoint. This approach directly supports the challenge of rising customer expectations for seamless, personalized service across all channels.
Integrated Case Management & Intelligent Automation
We implement AI‑powered solutions and Robotic Process Automation (RPA) to automate repetitive tasks. This solution addresses operational inefficiencies and supports secure, integrated data management, which is vital for compliance and case resolution.
Omnichannel Integration & Experience Management
We build unified, intelligent platforms that seamlessly integrate all communication channels.
Performance Management
We define program requirements, establish controls, and use intelligent systems and RPA to monitor risks, report on workforce productivity, and drive cost and quality improvements. Comprehensive performance management helps overcome cost pressures and ensures service‑level agreements are met or exceeded, supporting both operational efficiency and mission effectiveness.
Mailroom Operations
Automation and digitization of mailroom processes using OCR and robotic process automation enable efficient document handling and data extraction. This solution addresses operational inefficiencies and supports secure, integrated data management, which is vital for compliance and case resolution.
Impact in Action
Serco’s Proven Scale and Expertise: Making It Real
- Global Reach & Volume: 35.7 million contacts handled globally per year
- North America Impact: 4.2 million contacts per year on average over the last five years
- Mission‑Critical Support: 24/7 help desk support for U.S. Air Force Civil Engineering communities worldwide
- Performance Excellence: 99% SLA achievement for a major Federal client
- Industry Recognition: CCA Global Accreditation for Customer Experience©
- IT Modernization: Tier 1–3 Technical Support Center deployed in AWS Cloud using JIRA Service Center
The Power of Our People: The Serco Differentiator
Our success is built on a foundation of care. We view our agents not as a resource, but as the heart of our operations, directly resulting in world‑class customer service. This commitment is formalized through the CARES program, fostering a culture of engagement and ownership.
- Agent Retention & Tenure: Low turnover and long agent tenure
- Employee Wellbeing: Holistic programs supporting physical, emotional, financial, social, and career goals
- Employer Recognition: Forbes America’s Best Large Employers and VETS Indexes 5‑Star Employer
By prioritizing both customers and employees, we ensure a stable, motivated, and highly effective workforce that delivers consistent excellence and superior customer experiences.
The call center environment is undergoing rapid transformation, driven by the need to modernize legacy systems, integrate omnichannel customer experiences, and address workforce and data security challenges. Organizations are under pressure to deliver high‑quality, efficient service while managing rising customer expectations, surging call volumes, and increasing regulatory demands—all with limited resources.
Our approach directly addresses these challenges by leveraging advanced technologies, cloud‑based platforms, and integrated case management solutions to streamline operations and enhance service delivery. By prioritizing both customer and employee experience and proving our capability with concrete scale and performance metrics, investing in agent training and engagement, and adopting innovative digital tools, we empower organizations to deliver seamless, secure, and cost‑effective contact center solutions that meet the evolving needs of citizens and stakeholders.