Call Center Operations

Serco understands that call centers are the beating heart of customer and citizen response in delivering essential services. Call center design can have a profound effect on the efficiency of operations, while each call center touch can create a lasting impression of your organization.

We have helped our clients set up call centers that can handle millions of inquiries and transactions and will apply best practices learned across leading public sector and corporate clients to design the best approach for your needs. This includes blending web-based, integrated voice response (IVR) systems, and human customer service.

The call center can also serve as the front end for a range of services to include document processing, eligibility determination, data verification, records management, fulfillment, delivery, and tracking.

Our specialized call center expertise includes:

  • Emergency response
  • Counseling
  • Immigration services
  • Healthcare services

Our approach to call center management helps government clients to match the efficiency and satisfaction levels of best consumer companies, so as to create a positive experience that translates into an enhanced reputation.

An important part of that is the dedication to service excellence shown by Serco team members, who bring a positive and caring approach to every interaction.