Serco has been awarded a contact centre outsource contract to provide BBC Audience Services for a minimum of five years following a competitive tender process.
The contract has a 5-year base period and three one-year option periods, with an estimated total value of approximately £40m if all options are exercised.
Through a team of contact centre staff, Serco will provide a range of services including answering enquiries from the public on programmes and services; capturing valuable audience feedback to inform decision making; taking donations on behalf of the Radio 4 Appeal and the Lifeline Appeal; managing the initial stage of the corporation’s complaints process and attracting audiences to studio recordings of shows.
The contract will begin in April 2026.
Antony King, Managing Director of Citizen Services at Serco, said:
“We are delighted to have been selected to support the millions of people who enjoy the BBC every day.”
“We will introduce new ways for audiences to interact with the broadcaster, to ensure everyone can access the right support when they need it.”
We bring together the right people, the right technology and the right partners to create innovative solutions that make positive impact and address some of the most urgent and complex challenges facing the modern world.
With a primary focus on serving governments around the world, Serco’s operations in the UK span defence, space, healthcare, justice and migration, transport and citizen services. Our core capabilities include service design and advisory, resourcing, complex programme management, systems integration, case management, engineering and, asset and facilities management.
For additional information on Serco visit their Website
