A year of successes, driven by great people

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Capita Customer Management 15th November 2018 3 minute read

A year of successes, driven by great people

2018 has seen some substantial wins and growth for Capita Customer Management as a result of our investment in our people, new technology and automation, in order to drive better customer experiences for our clients. Here, we outline some of these successes, and how our people have helped to drive this growth.

Recent surveys have shown that many organisations continue to struggle with delivering a cohesive, joined up customer journey. Yet consumers, in studies such as the Institute of Customer Service’s satisfaction index, identify this as one of the main areas they want to see improvement. Consequently, clients have increasingly been looking to us to transform their customer experience across all channels.

Throughout the year, new and existing clients have asked to us to build trust and self-serve convenience via smarter and more automated digital processes; to take on more of their contact centres and colleagues so they can benefit from our investment in training and a culture of empathetic conversations; and to use our insight and analytics to enable greater efficiencies, cost savings and a customer experience that boosts loyalty and NPS.

Great people and enduring partnerships

During 2018 we’ve often discussed what happens when great people in Capita do great things. It’s part of the reason many of our biggest clients have not only renewed and extended their contracts with us this year, but have appointed Capita Customer Management to take on additional responsibilities and services for them. Sometimes in the back office, sometimes in the frontline, and progressively in the worlds of AI, automation, webchat and social media.

As Mike Barnard, Executive Officer at Capita Customer Management, said of this year’s successes: “I think the growth we have seen with so many of our clients this year is a testament to the strength and durability of the partnerships we have. We are committed to enhancing our clients’ customer engagement through the better use of technology, automation and the talents of our people, and through utilising our own innovative technology and digital capabilities.

“Our focus on delivering service excellence for our clients is enabling us to build longer-term strategic relationships with them, and I’d thank all our exceptional teams for helping us achieve this success.”

Continuing to work with outstanding brands

Here’s just a few of the growth stories we’ve published in 2018.

  • Southern Water. Capita Customer Management has been chosen as Southern Water’s new customer services Managed Service Provider. The new 30m contract adds back office processes, as well as the handling of print and mail correspondence, to Capita’s existing front-office operation.
  • npower. This three-year, 40m extension to our existing contract is a key part of npower’s strategy to improve the quality and efficiency of its customer facing operations. We will be helping npower to automate processes, enhance the agent knowledge base, optimise the use of self serve channels and use analytics to improve the customer experience.
  • FSCS. Following a competitive tender, Capita Customer Management has been selected by the Financial Services Compensation Scheme to consolidate all its claim handlings services. In a 37m contract, Capita becomes the sole provider for all inbound and outbound customer contact and the handling of pension, insurance, mortgage, deposit and investment claims.
  • BBC Audience Services. This latest five-year contract extension takes Capita’s relationship with the BBC to 25 years. We will be making the most of new technology to enhance Audience Services’ offering. Our partnership with the BBC includes answering enquiries from the public on its programmes and services, capturing valuable audience feedback, taking donations, managing the initial stage of the corporation’s complaints process and attracting audiences to studio recordings.
  • Volkswagen Group. 2018 saw a further two-year extension to the existing 11-year customer service contract. We will continue to deliver customer care and technical services via phone, social media and online channels to the Volkswagen, Audi, ŠKODA, SEAT and Volkswagen Commercial Vehicles brands.
  • Marks & Spencer. As well as renewing an already longstanding digital customer contact partnership for a further five years, Marks & Spencer has also asked Capita to broaden the service it provides. As part of the 70m contract, Capita will also be supplying customer service support to M&S’s international online business in markets including the US, Australia and France.


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