In today’s marketplace there are all kinds of reasons you may not be in a position to outsource - from contractual commitments on premises to employment legislation. That’s fine. We can deliver the benefits of our industry-leading customer contact experience from within your building.
When our people join insourced teams, they live your brand. Feedback from our clients is that you can't tell who is in-house and who is Capita Customer Management. That’s because we take being ‘on your team’ very seriously – from car-shares to job swaps to loyalty cards to shared training programmes and even joint incentivisation.
When a UK telecoms provider experienced a growth in call volumes we were able to step in. We offered a solution which continued to meet the needs of end users right across their required range of interactions - including Customer Services, Sales and Technical Support. Operating from their base in Yorkshire, with a full-time staff of circa 60 agents, we’ve exceeded targets in a number of areas including retention conversions, technical and customer service KPI’s.
UK Customer Satisfaction Index 2019: The good news about complaining customers
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