When you ring the BBC from 2026, you'll be speaking to a representative of Serco's Citizen Services department. They've just won a £40m contract to replace Capita in running BBC Audience Services.
It's quite a portfolio, including handling complaints, enquiries and comments, providing help with iPlayer, Sounds, and old-fashioned tv and radio reception, tickets for shows, Take Part In A Show, as well as the switchboard.
Capita set up an operation in Belfast to handle the contract under their care, and won two extensions; there's no word on where Serco will base the BBC work.
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