Next Case Study

What do we do?

Capita provides Next Directory with an offshore contact centre in Pune, India. The operation is a vital support for the UK teams handling over 250,000 customer calls and 240,000 pieces of customer administration each week.

What services do we provide?

Capita's multi-skilled operation handles over 100 individual processes for Next Directory, some of which include:

Customer Management

• Inbound customer enquiry handling                           
• Processing customer Directory orders                     
• Outbound customer calls regarding customer accounts                 
• Responding to customer email enquiries
• Handling customer technical website queries

Debt Management

• Collections administration support

Document and Payment Management

• Processing of internet directory applications
• Fulfilment of directories to new and existing customers
• Payment processing
• Retail staff payroll                                         

What are the benefits?

Since moving to Capita the retailer has seen further significant benefits, including: 

• Premium quality customer service at a low cost
• Reduced agent turnover
• Ability to meet overtime requirements at a lower cost
• A multi-skilled workforce
• Absorbing peaks in call and correspondence volumes

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