Why Capita?
As winner of Best Outsourcing Partnership at the 2010 CCA Global Service Excellence awards, companies choose to outsource to us so they can meet specific objectives quickly and effectively. Organisations partnering with Capita often look to:
- Improve customer satisfaction
Our clients benefit from quality monitoring and dedicated process improvement teams who work closely with our agents to continually improve performance and in turn, customer satisfaction. For example, for our client, a leading mobile company, we focus on maximising customer satisfaction. By matching the right information to the right customer we have achieved a 33% increase in first time call resolution, increasing 'very satisfied' customers by 25%.
- Reduce costs without compromising quality of
service
Our clients reduce costs by taking advantage of our economies of scale. Because we have invested in state-of-the-art contact centre infrastructure and technology, such as speech analytics, our clients are also able to avoid capital expenditures associated with contact centre operations. We're also based in low cost locations so our clients benefit from low cost resource. Our client, bmi, has seen a 31% reduction in costs by offshoring some of their services to Capita, including Diamond Club customer services. Meanwhile, other services better suited to UK contact centres are managed closer to home from Capita's contact centre in South Yorkshire.
- Increase sales
Careful selection of our sales people and the application of our in-house developed technology allows us to deliver significant sales success for our clients. With experience in direct sales to consumers and businesses, Capita has delivered a 50% increase in sales conversions and a 70% improvement to customer retention for one of our key clients.
- Consolidate contact centres
Some of our clients have turned to us for our proven transition expertise. Dedicated transition project teams, due diligence, joint risk assessment and a clear step by step approach allow us to successfully consolidate numerous contact centres under one roof. For the RSPCA and we successfully consolidated 10 regional contact centres into one National Control Centre. Now in its 7th year, we continue to work together to deliver an excellent public service.
- Be more flexible
Many of our clients have highly variable call volumes and need a round the clock service. With a large pool of trained resource, flexible working hours for our people and offshore options, we're able to expand and contract operations depending on our clients' needs. For Thames Water Capita has quickly and efficiently increased the size of a contact centre from 40 to 200 call centre advisors in response to billing periods every six months, whilst maintaining service quality.
- Achieve rapid contact centre set-up
Years of experience, a readily available resource pool and existing infrastructure and technology means we can set-up contact centres for our clients quickly. One of our retail clients recently transferred their order taking and up-selling services to Capita because of this ability. Capita speedily installed IT systems and a new management information approach so that an offshore contact centre was successfully up and running within four months.
- Improve efficiency through insourcing
Some of our clients need to improve contact centre performance and efficiency without relocating their operation to a Capita site. In these instances we will take over our client's contact centre and manage the operation from our client's site. This approach allows our clients to get the benefit of our expertise without having to relocate. For example, GMAC gets improved efficiency and flexibility from our insourcing services.
The links on the left provide more detail about Capita.