18th May 2018 2 minute read
Capita Customer Management has been shortlisted for two GSA Global Sourcing Awards, honouring organisations that have demonstrated excellence in strategic sourcing.
Our partnership with M&S is a finalist for both the BPO Contract of the Year and Customer Experience Provider of the Year for 0-1001 employees.
Capita has delivered consistently high levels of customer experience across all channels for M&S and has recently renewed its contract with the client, confirming the strength of our relationship with them.
We have introduced a number of innovations to enhance the service, including deploying a real time performance insight measurement tool to capita customer feedback and a new coaching and development advisor performance programme.
Encouraging channel shift has been paramount to the success of the partnership – ensuring we optimise customer journeys and influence customers to use the appropriate channel for their contact type.
Richard Holden, account director at Capita Customer Management, said: “We are rightly proud of our innovative partnership with M&S, and everyone in the team should see these nominations as recognition for their hard work.
“It is fantastic to be recognised for the outstanding service we continue to provide for the end customer.”
Taking place in Cape Town, South Africa, the GSA Global Sourcing Awards are part of the first annual Global Sourcing Summit.
The inaugural awards aim to showcase the most ground-breaking case studies, while the summit will inform and educate procurement professionals. subject areas such as customer experience, robotics process automation, managing outsourcing relationships, digital transformation, innovation and exit management. The winners will be announced in October.