Customer Service and Support
Helping our clients to deliver market leading customer
service
In an age where customer choice has never been greater,
companies are having to work increasingly hard to differentiate
themselves in tough markets through delivery of outstanding
customer service.
Delivering great customer experiences is a key part of
therelationship between company and customer. Organisations in all
sectors are therefore constantly looking for ways to positively
stand out in the eyes of end-users. Capita's experience and track
record in managing customers gives huge reassurance to our clients,
who trust us to protect and promote their brands' reputation every
day.
Each year, over 6000 dedicated agents
manage 45 million multichannel customer contacts; covering
everything from general queries through to help
& advice lines, on behalf of some of the UK and the world's
biggest brand names.
Services
Throughout Capita's history, the
principles of good customer management have been at the heart of
everything we do. We can provide the full range of customer
lifecycle services to help you to look after your customers on the
telephone (inbound and outbound), via email, web-chat, SMS,
self-service options (using automated speech tools and IVR) as well
as the more traditional white mail.
Services we provide include:
How we do it
Through leading-edge technology and bespoke systems
development - Speech analytics tools
help us gain insight to handle contacts efficiently whilst
maintaining customer experience levels. Demographic profiling
ensures that we maximise contact rates - especially in outbound
campaigns.
Through a continuing focus on
customer satisfaction by sentiment research -
We collect feedback every day using telephone and
web-based tools. Advanced insight techniques allow us to analyse
findings and improve the service we
provide.
By using Knowledge Management
systems to underpin our agents' ability to solve customers'
problems - We design bespoke knowledge
systems, populated and managed by specialist knowledge teams, who
are subject matter experts and an invaluable source of information
to agents.
By identifying sales through
service opportunities - With great
service comes the ability to cross and up-sell to customers in the
course of day-to-day interactions. Our agents undergo specialised
training and are rewarded for generating additional
revenue.
By adopting a philosophy of
continuous improvement in all our customer interactions -
We have Six Sigma-trained colleagues who act as
dedicated process improvement resource for each client, using
detailed MI to inform their work. A central quality team ensures
best practice is shared throughout all our
operations.
Client successes
Our experience is utilised every day;
we work with clients to design bespoke programmes that are truly
customer focused. The secret behind our success is our
people, who are selected for their attributes and trained in people
skills. The relationships that they create are vital to the overall
results that we achieve. Some of the successes we've achieved
on behalf of our clients are outlined below:
Improving customer
satisfaction
- a customer care service that
transitioned into Capita and that now handles over 1m calls per
year achieved significantly improved customer satisfaction scores,
currently standing at over 91%
Customer
experience
- the quality of service we have
delivered has helped one of our clients to ensure they remained
number one for customer experience in a hugely competitive
sector
Sales
through service
- we delivered £48m of sales
whilst handling customer service calls for one key
client
Customer
loyalty and retention
- for one client, the outbound
calls we make to welcome new customers, (aimed at retaining them
within the cooling off period) ensure an 86% retention rate (target
of 80%)
"The National Contact Centre,
operated by Capita is an integral part of the delivery of [our]
mission…It is a partnership that goes from strength to strength and
I value it hugely."
Director, Financial Services
Client
Click here to download our information
sheet.