Serco Global Services announced that it has entered into a partnership agreement with the Hull City Council to create 17 new job opportunities for its contact center. Continuing to witness a huge inflow of calls, the city council decided to create more city center jobs to effectively meet the call influx. The call center recorded a near 40 percent increase in the number of calls over the recent seven weeks as compared to the call volume during the last seven weeks of 2013.
The city council also confirmed that it is experiencing a huge flow of customers at their face-to-face customer service centers. The Wilson Center, the city center site for the council’s face-to-face customer interaction, recorded a 50 percent increase in demand since the start of 2014.
In a release, Andy Brown, City Customer Services Manager, said, “We would like to apologize for any inconvenience caused to customers who have had to wait longer than normal to get calls through to the Contact Center and thank residents for their patience at this time. We would also like to take this opportunity to highlight the extensive range of information and services that are available on the Council’s website that may help customers avoid delays. We have been pleased with Serco’s response in terms of recruitment and training for the contact centre as they work to deal with this unprecedented demand.”
The city council has been investing significantly in enhancing its customer service facilities with Serco announcing the operational readiness of the renovated facility to host 82 contact center professionals. The staff was transferred to the payrolls of Serco during early 2014 from KCOM, in a move to localize the services of the city council’s contact center.
Speaking of the association with the city council, Samantha McLaughlan, Head of Operations at Serco, said, “We are confident that over the coming weeks the investment and innovative ideas that we have developed will see wait times improve and give us a strong platform to fully support these unexpected demand peaks.”
The City Council’s 300300 Contact Center provides information and related support to the citizens by addressing queries and concerns associated with environmental health, waste management, council taxation and associated regulations, theatre bookings, housing repairs, and other similar enquiries.
Serco Global Services is engaged in providing business process outsourcing services across the globe. The company operates through its 100 delivery centers located across the US, UK, India, Australia, Africa, Philippines, Middle East, and Europe.