Telcos & Media

In the past two decades, the telecoms sector has experienced change at a phenomenal rate, with technology transforming the very way people live their lives. In that time, we are proud to have worked with some of the biggest names in the sector, creating pioneering partnerships that have contributed to their enduring success.

Today, as the market progresses towards convergence, and as customers demand ever-improving levels of service, Capita's experience is vital in our clients' push for competitive advantage.

Our telecoms expertise

Our experience in telecoms stretches back almost 20 years, and three of the UK's biggest telecoms providers trust us to handle over 28m customer contacts on their behalf in this sector each year.

Operating in dedicated, multi-skilled, often highly-complex environments, over 3,000 advisors look after the full range of multi-channel contacts with customers. Our clients benefit from a range of B2B and B2C services that can be delivered as individual areas of expertise or combined to create a one-stop shop; perhaps to support a key customer segment. These services include:

• Debt collection
• Customer Service
• Sales through service - multi product
• Billing enquiries
• Inbound and outbound customer retentions
• Inbound and outbound customer upgrades
• Business customer services
• Broadband technical support
• Broadband outbound sales

Why our clients choose us

In making the decision to outsource a critical part of your customer relationship, it's vital that your outsourcing partner understands the challenges you face. You'll want the reassurance of a partner who has built up decades of telecoms experience but who equally understands what lies ahead.

Our agility, including the ability to implement new services rapidly, and to flex resources up and down to cope with the varying demands of seasonal and campaign activity, prove the value of our outsourcing model time and again in this sector.

Our clients' success is our success

Each client is directed and managed by a dedicated team of functional experts, who focus purely on delivering a successful operation. Operations are housed in dedicated, secure, branded business units, with specially trained agents focused entirely on supporting a single client. Our telecoms clients have achieved many successes through the outsourcing of their operations:

Customer Satisfaction: We increased levels of satisfaction that consistently exceed 83% from 50% for one telecoms client. The core of every operation, customer satisfaction results are achieved through the promotion of old-fashioned values supported by leading-edge technology.

Retention of customers: One of our clients enjoys save rates consistently above 75% (against a target of 70%). Proactivity is the key to successful retention, and we work with clients to devise strategies that ensure customers want to stay.

Revenue Generation: One operation achieves £4m of additional sales on a monthly basis (with a 40% conversion rate). An informed and motivated team is the driving force behind sales success.  Our training and support teams ensure we maintain our ability to deliver additional revenue for clients.

Collections performance: Since outsourcing this function, one client's cash collected conversion rate has increased from 10% to 45%. An in-depth understanding of customers' attitudes to telecoms debt, aligned with award-winning customer contact strategies ensures optimum collections performance.

Improved efficiency: Recently, one client saved over £2m through the introduction of a CRM system. Another saved over £1m through agent multi-skilling. Our expertise in business solutions such as MI and planning means that clients' operations are re-engineered as they are outsourced and ongoing; our insights allowing efficiency savings to be made without compromising customer experience.

We provide outsourcing services for a range of large telecommunications, new media and internet service provider companies, including O2, T-Mobile and Google.

"Capita have always demonstrated a strong analytical approach to outbound campaigns. This coupled with the use of the latest technology has allowed Ventura to actively target segmented groups in specific daily timeslots. This has lead to a reduction in the number of calls placed whilst increasing right party contacts. The Capita team regularly challenge our existing dialling strategies to bring benefit to the relationship."  Michael O'Reilly, Collections Risk Manager, T-Mobile