News : Call Centre Demand to Create Hull Jobs
Mar 3, 2014 -- A partnership between Serco and Hull City Council is to create 17 contact centre jobs this month.
The council said the jobs were in response to an "exceptionally high volume of calls" made to its 300 300 contact centre, with 40 per cent more calls in the last seven weeks compared with the final seven weeks of 2013.
Serco was appointed by Hull City Council in September last year to provide contact centre support services for the 300 300 contact centre. The centre deals with enquiries including waste management, environmental health, housing repairs, benefits, theatre bookings, and other general enquiries.
Customer demand is also increasing sharply at the council's face to face customer service centres with the city centre site The Wilson Centre, experiencing a 50 per cent increase in demand since January 2014.
Serco's head of operations Samantha McLaughlan 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."
Investment has already taken place with Serco renovating a city centre office location to provide a new environment for the 82 contact centre staff who transferred from KCOM to Serco at the beginning of the year.
Posted by Veronica Silva Cusi, news correspondent
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Serco’s Business Process Outsourcing (BPO) capabilities offer middle and back office solutions to public and private sector organizations globally. With a presence in ten countries, 98 locations and a strong workforce of more than 50,000 employees it is among the top 20 global BPO players with onshore, offshore and near shore capabilities in the US, UK, Europe, Middle East, India, Mauritius, Philippines, Guatemala and Australia. With flexibility in designing solutions to suit client requirements, Serco’s BPO capabilities have helped clients to re-engineer processes across industry verticals such as Banking & Financial Services, Travel, Transportation & Hospitality, Healthcare, Logistics, Utility, Retail & Manufacturing, Telecom, IT & Online services, Media, Education and Entertainment. We provide transactional, process and voice support, finance and accounting services, and business transformation consulting, making us strongly placed to provide our customers with a broad range of end-to-end business services.
About Hull City Council:
(Kingston upon) Hull City Council is the governing body for the unitary authority and city of Kingston upon Hull. It was created in 1972 as the successor to the Corporation of (Kingston upon) Hull, which was also known as Hull Corporation and founded in 1440 by Royal charter.
Published: Wednesday, March 5, 2014