Recognition

  • Gold standard accreditation for Zurich UK in 2013 from Investors In People (IIP)
  • Team of the Year in the 2015 UK Employee Experience Awards
  • Investors in People (IIP) Silver Award for Dubai and the Isle of Man in 2015 along with a separate Health & Wellbeing accreditation.
  • Top 30 place in the 2016 'Great Place to Work' Awards
  • Winner "Excellence in Outsourced Customer Service", Global Sourcing Association UK’s Professional Awards 2017

Client satisfaction

“I believe that these standards have been achieved in large part because of the care and attention paid to the knowledge, skill, confidence, competence and engagement of staff working in Capita. From the recruitment process, through initial training on an on-going basis as customer care professionals develop their careers, I have seen my Capita colleagues striving to engage people from the very outset of their involvement with us and our customers.

The recognition that each customer contact is a ‘moment of truth’ features clearly in the coaching that Capita staff receive. The need to ensure that customers feel cared for is a key measure applied by coaches in the Capita organisation. The result of this is that levels of engagement of individuals and teams that deal with our customers remain high.”

Tim Culling, Head of Customer Care, Zurich Global Life Insurance

Capita Life & Pensions awarded for outstanding customer service provision for Zurich

Capita Life & Pensions has been awarded the “Excellence in Outsourced Customer Service” award for its work with Zurich, at the prestigious Global Sourcing Association UK’s Professional Awards.

Capita has delivered frontline customer service to Zurich’s two million customers over the last 10 years.

The award recognised Capita’s “Voice of the Customer” programme, which has been designed to enhance the way Zurich provides customer service and feedback to its customers. The collaborative, customer focussed programme has delivered customer benefits including:

  • Customers now receive their payments at least five days quicker than before
  • Manual calculation cases are now completed in a maximum of 10 days
  • Speedier payments to customers and no cheques lost in the post
  • Improved staff satisfaction through supporting customers with quicker claims 
  • Reduction in paper costs of 18% due to the introduction of email communication and the increase in telephone claims
  • Reduction of at least 5 days on the overall average end to end process time

Nikki Moss, Customer Services Manager, Capita Life & Pensions, said: “The GSA UK’s Professional Awards recognise talent and application of best practice across the sourcing industry, and we are rightly proud of the achievements our partnership with Zurich.

“This latest accolade is further proof of Capita’s commitment to delivering outstanding customer service for our clients.

“Zurich’s strategic aims were embedded into the service we helped to provide, and we recognised the need to move from simply hearing what our customers were saying to truly listening. This has been key to the success of the Voice of the Customer programme.”

Now in its fifth year, the Global Sourcing Association awards celebrate the talent of individuals and teams who deliver significant value to the global sourcing industry.

 

Media enquiries

Simon Coughlin

Capita press office

Tel: 020 7654 2192 or 0207 654 2399 (out of hours). Email: simon.coughlin@capita.co.uk

 

Kirsty Sewter

Capita press office

Tel: 0207 654 2386 or 0207 654 2399 (out of hours) Email: kirsty.sewter@capita.co.uk

  

Notes to editors

Capita is a leading UK provider of technology enabled customer and business process services and integrated professional support services. With 73,000 people at over 450 sites, including 98 business centres across the UK, Europe, India and South Africa, Capita uses its expertise, infrastructure and scale benefits to transform its clients' services, driving down costs and adding value. Capita is quoted on the London Stock Exchange (CPI.L), with 2016 underlying revenue of £4.9 billion. Further information on Capita can be found at: http://www.capita.com