Serco, the international services company, has been awarded the contract to partner with the Universities and Colleges Admissions Service (UCAS) to provide contact centre support in the UK. The deal, for up to seven years, will see Serco handling a range of inbound telephony queries from prospective students, parents and teachers.
UCAS is the UK's shared admissions service for higher education. The charity manages applications from over 600,000 applicants each year for full-time undergraduate courses at over 300 institutions across the UK.
Steve Jeffree, UCAS Chief Operating Officer, said: "When we began looking for a contact centre partner, we wanted to make sure that our customers continue to receive the excellent customer service they expect from UCAS. Serco will provide that and we look forward to working together in the future."
Jonathan Prew, Managing Director of Serco Global Services, UK, Europe & Africa, Public Sector, said, 'We are delighted to be selected as UCAS's long term strategic partner for contact centre services after previously offering contact centre services to support UCAS during seasonal peaks. These peak periods involve a ramp-up in operations to in excess of 20 times the non-peak levels and Serco's highly scalable and flexible contact centre solution enables UCAS to assure its critical services and benefit from significant cost synergies.'