O2 Case Study

O2

Consumer and Business services

What do we do?

Capita has been working in partnership with O2 for over 18 years. O2 was looking for a partner who could provide excellent service, keep customers, promote loyalty and generate additional revenue for its UK consumer and business mobile customers. Capita handles over 1.3 million inbound calls a month. 

What services do we provide?

All activities are driven towards improving the customer experience.  We're proud to provide the following services for O2's UK consumer and business customers;

Customer management

  •  Handling incoming customer service calls
  • Inbound calls securing new customers
  • Inbound calls promoting loyalty and retaining customers  
  • Outbound calls to retain customers
  • Cross selling bolt ons including broadband and phone accessories
  • Inbound calls up-grading customer accounts whilst minimising upgrade costs
  • Changing tariffs     
  • Handling inbound calls for O2 staff accounts                    
  • Inbound and outbound service call handling for O2 business customers       
  • Technical second line helpdesk offering support from Capita's most experienced agents to the most complex enquiries.           

Document management

  •  Bill recalculations
  • Complex query handling
  • Customer call backs

IT

Capita has developed effective add on IT systems for O2:

  •  Retention and upgrade IT system
  • Ventura Agent Console (VAC) - a front agent application which wraps multiple applications together to reduce screen navigation

Capita handles tens of thousands of O2 customer calls a month to promote loyalty and retain customers who may otherwise cancel their contracts.

What are the benefits?

Partnering with Capita has provided significant benefits for O2

  •  Saving 10,000 customers a month
  • Dramatically reduced AHT
  • Significantly increased customer satisfaction
  • Direct contribution to O2's number 1 position on the Customer Satisfaction Index
  • Greater agent retention
  • Depth of service for a range of customers
  • Adoption of Capita's in house eCRM retention system into O2's operations and retail stores

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