Alexander SvenssonSerco has been appointed to provide audience services to the BBC under a new contract with a minimum term of five years.
Contact centre staff will answering enquiries from the public on programmes and services, capturing valuable audience feedback to inform decision making, take donations on behalf of the Radio 4 Appeal and the Lifeline Appeal, engage in attracting audiences to studio recordings, and managing the initial stage of the corporation’s complaints process.
We will introduce new ways for audiences to interact with the broadcaster, to ensure everyone can access the right support when they need it.
The contract which was awarded following a competitive tender begins in April 2026, and includes three one-year extension options valuing it at £40m if they are exercised.
Antony King, Managing Director of Citizen Services at Serco, says: “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.”
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