SSCL's vision is “Empowering the UK public sector with digital solutions and innovative services to deliver better outcomes for UK citizens” and our goal is to be recognised as UK Government's Business Process Outsourcing and Transformation partner of choice.
SSCL employs c3,000 people across a number of UK based sites, processes 6.5 million transactions and handles 3.2 million contacts annually on behalf of 29 Government departments and Arms’ Length Bodies, the Constructions Industry Training Board (CITB) and the Defence Infrastructure Organisation (DIO).
We achieve a 97% First Contact Resolution (FCR) rate and 92% customer satisfaction across our Contact Centre services delivered on a modern Omnichannel platform, Amazon Connect supported by a wider technology stack supporting Workforce management and resourcing, CRM, Quality management, MI and reporting and CSAT/NPS user experience management.
With the help and support of our parent, Sopra Steria Group, one of Europe's largest and leading technology providers, we are exploring the use of intelligent virtual assistants, Artificial Intelligence and Data and analytics across our Contact Centre services.
SSCL have won multiple awards for our contact centre service delivery including winners at the 2023 UK National Contact Centre Awards in the categories of:
- Gold – Best Contact Centre Culture (Large)
- Gold – Best Team Manager
- Silver – Outsourced Contact Centre of the Year
- Silver – Best Leadership Team of the Year