Sales and Customer Acquisition
Improving clients' market share
through profitable inbound and outbound sales
With consumers and businesses
understandably cautious about spending in the current climate,
competition for their hard-earned cash is fierce. Capita operates
both B2C and B2B sales activities on behalf of clients in a variety
of sectors, focused on helping them to protect and grow their
market share in even the toughest of times.
We have over 500 experts in direct
sales and over 1,000 experts in sales through service, managing
over 7 million inbound and outbound sales calls each year. As a
result of our experience in building award- winning sales
operations, each of our sales clients enjoys a significant return
on their investment.
By outsourcing your sales activity to
Capita, you will benefit from a dedicated operational model,
delivered by a fully-trained team that is immersed in your brand
values and works only on your campaigns.
Our highly skilled and experienced
advisors can help you significantly boost your B2B and B2C sales
These services can be delivered from a range of locations to
suit you: the UK (onshore); India (offshore); a combination of the
UK and India (multi-shoring); or at your own site
(insourcing). One size doesn't fit all - each organisation
has different objectives so our solutions are bespoke for each
client. We believe this is the only way to deliver real business
How we do it
By recruiting the right people - We create a
unique attraction plan for each client and each sales activity,
aimed at internal as well as external candidates.
Competency-based interviews, role plays and psychometric testing
are all in place so that we find the best advisors for you.
Through a programme of training and support -
To ensure advisors have the opportunity to build on their natural
talent, we devise a dynamic, content-rich development programme
which is delivered by accredited Capita training professionals.
Throughout their working life advisors will continue to receive
ongoing support and skills development.
By driving campaign management success -
Disciplines such as data analysis, dialler management, and MI are
managed by industry-leading experts whose insight ensures that an
ongoing feedback loop exists to inform and drive our philosophy of
Through operational sales excellence - A range
of tools ensures that your success is our constant focus. A
Client Action Team, made up of the experts from internal functional
areas oversees a programme that includes client collaboration, and
a real-time focus on the management of KPIs, quality, people and
Using bold commercial mechanisms - Our
confidence in our sales ability is backed by the flexible
commercial models that we offer. From fixed fee to 100%
performance-based mechanisms, we'll work with you to ensure that
your costs are controlled in a way that best suits your risk
Our experience helps us to gain insight
from customer data analysis, to maximise sales potential and
produce more accurate and targeted sales campaigns. Through the
same techniques, we can compare the profit potential of existing
customers versus new customer acquisition to help plan campaign
strategies. Below are just some of the successes we have achieved
for clients recently:
New customer assistance/revenue
generation - For a client engaged in B2B online
advertising, we have increased average new customer revenues by
over 60%, providing an ROI of 300%.
Cross and up-selling -
Our innovative resource planning models and demand management
systems have allowed us to reduce costs for a personal finance
client, whilst achieving a sales target improvement of 10% versus
New product sales - We
out-performed a financial services client's in-house team by 2:1
after two months, on a cost base of 40% less.
Lead generation - Another financial services
client enjoys a lead conversion rate that is consistently 14%
higher than their in-house operation, on a cost base of 25%
"Capita proved themselves to be hardworking, diligent
and an extremely flexible organisation. The results they
achieved during the trial period quickly surpassed our
expectations…We've seen increasing performance in
terms of Capita's ability to maximise productivity."
Mike Healy, Head of Customer
Liaison - Shop Direct
Click here to download our information sheet.