Outsource call centre

The trusted outsourcing partner for the UK’s biggest brands. With contact centres based right across the UK and a mature offshore delivery model that spans South Africa, Poland and India, we offer pay-as-you-go flexibility alongside a robust track record of delivery. We’ve been a big player in the Customer Contact marketplace for a long time, so we’re trusted by major brands with a reputation for great customer relations - including The National Trust, O2, Debenhams and Tesco Mobile.

Through outsourcing

As a Group, Capita is an outsourcing leader, and we have the size and strength to welcome engagements others can’t. Ones that have significant TUPE obligations, ones that require long term deals, ones that demand risk reward appetite and ones that require accreditations to work in highly regulated markets. Our outsourcing track record spans public and private sectors, and includes some of the most high profile outsourcing partnerships in the marketplace – from HM Government to the NHS to high street UK brands. For many companies, one of the biggest barriers to improved customer contact is a lack of resources for major capital projects. By outsourcing your customer contact to us, that barrier disappears: put simply, we invest in technology and premises so you don’t have to. It also eliminates another major hurdle - the long lead-times involved in getting new in-house services up and running.


Experienced in highly regulated markets

Capita is trusted to work in a number of highly regulated environments. We work with regulated companies which provide a wide range of financial services, including Collective Investment Scheme Administration, Fund Management, General Insurance, Consumer Credit, Mortgage Administration, Trustee activities and Life and Pensions administration. This has enabled us to established good working relationships with the Financial Conduct Authority (FCA) and other regulators. Accordingly, we recognise that it is important all elements of the clients business (including their outsourced service providers) operate within the relevant legal and regulatory frameworks.

Customer Management (CM) is authorised and regulated by the Financial Conduct Authority (FRN 312851) and has permission to undertake insurance mediation and consumer credit activities.  Our experience is also enhanced through our relationships with our regulated Business Partners.

We work to recognised industry good practice frameworks, including ISO Standards, PCI, HMG guidance. To ensure this, we hold client specific ISO certifications that address Cyber Security, Quality Management and Social Responsibility, as well as attestation to PCI DSS.

Additionally, Capita is currently authorised by financial services regulators in 9 territories including UK, Isle of Man, Ireland, Hungary, Luxembourg, Netherlands, Switzerland, Guernsey and Jersey.  In recent years, Capita Compliance has been involved in establishing the regulatory position of our operations in Poland, Isle of Man, Ireland, and Netherlands.  Capita has extensive experience in establishing offices in overseas jurisdictions.

Smooth TUPE transfer for O2

In 2013 Capita involved in the significant TUPE transfer of 2,310 contact centre employees across 4 sites from Telefonica UK. The transfer required sensitive and careful management of numerous stakeholders, including 3 separate trade unions, in line with the TUPE employment regulations. It was vital that this process happened as smoothly and seamlessly as possible so as to ensure services and customers remained unaffected.

In order to facilitate a successful transition a dedicated transition team, was employed who built a strong and open partnership with all stakeholders from as early as possible in the process. The measure of our success can be seen as not only did we deliver on time, with zero service disruption, we laid the foundation for a genuine, lasting partnership.

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