Managing your workforce

You understand the need to deliver great customer service. It’s business critical. However, keeping your customers happy while also keeping the cost to serve down is tough – if it’s not core business, it presents a challenge. Our outsourcing packages are tailored to answer that challenge, reducing your cost to serve while maintaining brand loyalty.

Managing your workforce

We are experts in identifying workforce efficiencies and improvements. Backed by an ability to deploy staff flexibly and rapidly across the UK and internationally, our approach is always tailored to your needs, no matter what size. 

It's all in the planning

We leverage the latest technology to dynamically allocate work and drive out cost efficiencies. Using long and short-range data inputs, we can provide strategic forecasting and planning on behalf of your business. Where necessary, we offer intraday service delivery, while real-time re-forecasting can offer a clear view of predicted performance levels. We use a variety of tools to achieve this, including our workforce management tool Aspect, which helps maximise service levels, and creates a dynamic workforce planning application.


Taking the headache out of Peak

We’re the peak experts – and we’re able to forecast and flex up (or down) as our clients need in times such as Black Friday, Christmas or New Year sales. In 2016’s Black Friday and Cyber Monday, we had nearly 200,000 contacts in those two days alone. We have proved our expertise by meeting the peak requirements for four leading high street retailers. In just eight weeks we sourced, recruited and trained over 1,000 agents, who handled a 52% spike in contact volumes. We understand peak is a very stressful time of the year, so read our blog on how to 'Survive the Peak Frenzy!'


Our Client Debenhams and Capita work very closely to plan for peak – a whole year in fact. Watch Anna Jackson from Capita and Jason Neiland from Debenhams talk about how they plan for producing the perfect peak.

Helping our major high street retail client summit their peak

For a major retailer we doubled the number of advisors by recruiting over 450 extra staff within a 12 week period (taking total to 900 staff). This  increased advisor capability significantly reduced customer waiting times and reduced the contact to order ratio. We reduced the volume of contacts being passed from Front Office to Back Office via the introduction of an internal web-chat capability. We significantly improved the end to end e-mail journey with the introduction of a night shift team to react to volume of queries received outside of operational hours. This allowed us to reduce the time required for customers to get a response and contributed to more than £1 million worth of additional sales.

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News & blog

International Men’s Day 2019 – leading by example

by Capita Customer Management 19/11/2019

2 minute read

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Aimie Chapple joins Capita Customer Management

by Capita Customer Management 31/10/2019

2 minute read

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Read the news & blog