Right customer experience, right price, right shore. We recognise that you need to make tough decisions every day in business. Just one of them is how to move to the right offshore delivery model, without compromising on your customer service. For many of our clients, our right shore approach is the answer.
With hi-tech centres in South Africa, Poland and India supported by a dedicated UK-based operations team, we have a responsive model which can offer everything from multi-lingual support services to multi-channel full service in multiple time zones.
Wherever we work, our offshore agents are drawn from a highly skilled workforce who benefit from outstanding training and brand awareness programmes. And savings are significant. Customer contacts for major UK retailers and telecoms companies handled by our South African operation have delivered savings of up to 40% compared to in-house solutions.
India is the site of our first offshore centre, established in Mumbai in 2004. We now have five dedicated centres and over 7,300 staff operating in India. These staff have deep experience servicing a wide range of UK businesses across multiple industries - our teams handle over 44 million transactions annually. Those ranging from data entry to complex customer service interactions. We’re also adept at operating in highly regulated environments – many of our customers have to meet tough standards set by regulators such as OFCOM. The key to our success is a model built on investment in people, backed by strong oversight and infrastructure, and following protocols which adhere to Capita Group standards.
Our South African operation was established via the acquisition of local success story Full Circle in 2012. It is run from two secure locations in Cape Town with the capacity for over 2,000 staff. Now established as one of Africa’s most dynamic and outward-looking providers of specialised support services, Capita SA currently handles operations on behalf of a wide range of UK businesses, including customer services for O2 and Dixons Carphone, and back office for Celaton and Team24. With a highly trained and motivated staff operating to stringent international standards, Capita SA was recognised skills development, innovation and management at both regional and national BPeSA Awards for four consecutive years. Our recent awards include:
BPeSA Industry Awards
Best Outsourced Contact Centre
Support Services Individual of the Year (Learning & Development), Community Spirit, Job Creation
Best Support Trainer, Best Support Coach Professional , Manager of the Year , Community Spirit , Non-technical Innovation
Best Outsourced Contact Centre (Capita M&S Partnership)
2013 – 2016 Finalists
Our Polish operation provides a wide range of services including SAP helpdesk & development support, insurance, recruitment & human resources, learning & development support, back office activities and finance & accounting. Operating from locations in Łódź and Krakow, our multilingual agents are renowned for their ambition and work ethic, handling communications in over 26 languages. Krakow provides various services, ranging from process management to implementation of highly specialised support services. Łódź, meanwhile, specializes in multilingual front office services, all delivered at a competitive price point.
Our recent track record of success include:
Rentalcars.com is the world’s biggest online car rental service, arranging over 7.1 million rentals a year in circa 46,000 locations worldwide for customers in 169 countries.
Our Łódź team has provided a multi-lingual telephony service on behalf of Rentalcars.com since April 2015. Our agents deliver white-labelled inbound and outbound customer care and rental booking support in nine European languages, seven days a week. In 2016 year-to-date we have handled over 605,000 calls.
Following a successful six-week transition our multi-lingual service launched in time for 2015 peak season. As a leading player in the travel and tourism sector, the Rentalcars.com business is particularly impacted by seasonality, especially in the peak-season summer months. During the first half of 2016 we steadily increased our headcount from 65 FTE at the start of the year to 123 in July as demand swelled before ramping back down again in the autumn. During the peak period call volumes peaked at 74,000 per month. Rentalcars.com appreciates our flexible and proactive approach to surge management that enables them to maintain service levels across markets at the time of busiest demand.
Rentalcars.com uses a number of key performance indicators (KPIs) to gauge the quality of our service and measure us against its in-house contact centre. Foremost of these is the customer satisfaction rating (CSAT) gleaned from post-call customer surveys. Other metrics include average handling time (AHT) and do-not-disturb (DND) - the amount of time agents put a customer on hold to resolve a query. We have shown ongoing improvements to all KPIs over the life of the contract including significant AHT and DND reductions by the end of year one of service while our CSAT continues to improve steadily.