Outsourcing partnership on ‘best in class’ short list

PRESS RELEASE: The ability to maintain service efficiency during an intense period of activity has resulted in Serco and UCAS being shortlisted as ‘Outsourcing Partnership of the Year’ in the 2014 European Call Centre and Customer Service Awards.

Following the success of a two year support programme, Serco formalised a long-term partnership with UCAS, the Universities and Colleges Admissions Service, in 2013 to provide a highly efficient and responsive service during periods of extremely high call volumes – like ‘A’ level results day. And the partnership has continued to deliver significant service improvements despite no fewer than 4,300 calls in the first 15 minutes of lines being open during such peak periods.

“We’re absolutely delighted that this prestigious European award programme has recognised the commitment and professionalism of our advisors,” says Serco’s Garry Robinson. “We recruit and train no less than 260 advisors to meet the peak UCAS call period in August, and I believe the way the team rises to such challenging service requirements provides a real benchmark for the customer service industry.”

UCAS provides application services across a range of subject areas and modes of study for UK higher education providers and processes over 2.5 million applications every year.

The European Call Centre & Customer Service Awards programme formally recognises professional excellence throughout the UK and Europe. It is a firmly established annual industry event and the 2014 awards presentation will take place in June at Old Billingsgate on the banks of the River Thames in London.