One million calls for a leading bank

Back to All Posts

Capita Customer Management 5th July 2019 2 minute read

One million calls for a leading bank

Last week one of our teams operating on behalf of a major bank reached an epic landmark –their one millionth call received.

Our Remediation Services business has been running the contact centre operation on behalf of a large retail bank since December of last year. Despite only being in place for a short space of time, the operation has already achieved brilliant results and exceptional client feedback every step of the way. On the 28th June, 6 months after go-live, they reached a major milestone when they received their one millionth call to the contact centre.

In the lead up to the big day, it was key to keep momentum going and motivation high. Visual call countdowns were on display, and when the big moment arrived treats and balloons were released. Messages were streamed from the client’s Managing Director as well as Remediation Services MD Kevin Francis, congratulating all involved and thanking them for their hard work and effort to date.

A thank you to our brilliant colleagues for:

  • The support shown from everyone involved through the implementation stage and operational delivery
  • The great results delivered with excellent First Tough Resolution and Quality performance, which was recognised at all levels within the client business and Capita
  • And your ‘can do’ positive attitude!

This landmark could not have been possible without each and every team member involved in delivering first-class service to our clients and their customers.

Here’s to the next million calls!

Why fixing a customer’s complaint really is the least you can do

by Tracey Roberts 26/07/2019

5 minute read

Read the article

Why being alert to emotional context can boost customer satisfaction and benefit the bottom line

by Kerry Edwards 25/07/2019

5 minute read

Read the article

Keeping your promises? Here’s what your customers think

by Jo Causon 22/07/2019

5 minute read

Read the article

Contact us

News & blog

Read the news & blog

Capita PLC Head Office: The Copyright Building, 30 Berners Street, London, W1T 3LR

Registered in England No. 01336850. Part of Capita plc.
© Copyright Capita PLC 2019