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Award treble praises Serco's innovative approach to customer service

Published: 20 May 2014

Serco has been presented with three top awards in this year's inaugural Alsbridge European Innovation Awards, highlighting excellence and innovation through outsourcing.  The company secured accolades for intelligent customer engagement and multi-channel engagement for its service transformation programmes on behalf of the UK's leading multi-brand digital retailer, Shop Direct, and the UK operations of the world's largest gaming company, Nintendo.  Significantly, it also secured an award for its pioneering 'Voice of the Customer' work with BT and Liveperson, using advanced analytics to drive service improvements in online digital engagement.

These awards to Serco were unveiled at a special ceremony hosted by Alsbridge, the top-rated outsourcing advisory firm, held in London on Thursday 15 May.

"We're absolutely delighted to receive such prestigious recognition for our digital and multi-channel capabilities," says Richard Holland, Serco's Managing Director of Private Sector BPO. "We're using unprecedented levels of customer insight and creative solutions to break new ground in customer service and service personalisation for our partners, helping them rise to new digital challenges and take full advantage of new multi-channel opportunities.  So it's particularly gratifying to have success in an awards programme that's an industry showcase for pace-setting innovation."

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"Serco deserves great credit for this award treble," says Alsbridge's Managing Partner, Rick Simmonds.  "They demonstrate the level of sophistication in web chat and service personalisation that is now possible, and show how customer engagement and loyalty can be boosted as a result.  They also underline the importance of developing commercial models with a clear incentive for continuous service improvement. With this process we wanted to celebrate the best that outsourcing can achieve, and that is exactly what we are marking with Serco's awards."

The Alsbridge Innovation Awards were established in 2014 to highlight how outsourcing providers and their clients are working together to create new value through leveraging long-term relationships and tapping into emerging technologies, tools and techniques.


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