In this document, we examine the newly consolidated BPO division of frontline services giant, Serco. The company has built a tremendous business on the back of running myriad frontline services for organizations in the public as well as private sectors globally (prominently in the U.K.). Serco’s strategy has expanded over the last few years to include running middle- and back-office processes for its clients—an attempt to truly effect end-to-end process change. To this effect, Serco has quietly gone about acquiring a series of business services companies to piece together a solid BPO business alongside frontline services. We profile and evaluate the company’s new Global Services division and provide recommendations to both buyers and providers of BPO services.
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