NDIA renews contact centre take care of Serco – Telco/ISP

The Nationwide Incapacity Insurance coverage Company (NDIA) has prolonged its contract with Serco for contact centre companies for an additional three years.

The company initially employed Serco to supply NDIA contact centre companies in Melbourne and regional Victoria in 2018.

The contact centres are presently staffed by 1200 individuals.

The outsourcing agency mentioned it had dealt with 6 million telephone calls and addressed greater than 4 million e mail enquiries prior to now six years.

NDIA declined to touch upon the renewal when contacted by iTnews.

When the deal was first introduced in 2018, NDIA made a degree of claiming its use of an exterior contact centre accomplice was not “a new approach for the NDIA”.

“Below the partnership association, Serco’s employees shall be absolutely educated and can adjust to all Commonwealth Authorities privateness and safety necessities,” the company mentioned on the time.

“As an Australian-based provider, Serco will be certain that no companies or information will go offshore.”