Customer contact and service support

We can help you to transform your customer service and achieve the highest possible service standards even in highly regulated environments

Utilising both business knowledge and practical experience, our award winning multi-channel contact centres deal with 100 million customers every year.  We implement an operational framework that ensures excellent customer service by consistently reviewing and improving performance and by applying skill and diligence at every stage.

We train people thoroughly

Our customer service training programme is key to the delivery of high customer satisfaction levels. Encompassing risk awareness and customer excellence, our training strategy anticipates the increasing complexity of skills and capabilities required of knowledge workers.

We improve service through innovation

Underpinned by good governance and control mechanisms we work with you to spot opportunities for improvement and to apply innovative solutions. Life and pensions customer contacts managed by us typically see net promoter scores above the industry average within 12 months.

We are experts in supply and demand management

We use sophisticated robotic techniques to optimise the use of available resources to improve efficiency and concentrate on value added services.

 

Nigel Purveur

Let's talk...

Nigel Purveur - Managing Director, Life & Pensions International 

E: nigel.purveur@capita.co.uk

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Tony Brown

Let's talk...

Tony Brown - Managing Director, Life, Pensions & Specialist Services

E: tony.brown@capita.co.uk

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