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:
When faced with a customer challenge, great people see a clear path through the complexity
by Sally Earnshaw 10/12/2018
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Getting the people on your side: using social media to deliver customer journey insight
by James Brooks 06/12/2018
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The Heart of AI – does your organisation have the human intelligence to make it work?
by Capita Customer Management 04/12/2018
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