Customer contact management

We know that today’s marketplace corporations want a customer management partner, not just another supplier.

Customer satisfaction is at the heart of our business. In a digital marketplace, Capita’s deep understanding of consumer interactions is more important than ever in creating a successful customer journey.

That’s why we’re re-shaping the customer experience, using a range of proactive systems in order to better understand customer needs and to identify drivers of satisfaction. Above all, we recognise that there is no one-size-fits-all solution, and we will always be committed to finding and developing the approach best suited to your unique business needs.

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Our approach

Developing the optimal journey for your customer 

Here at Capita we’re using a bespoke set of smart analytical tools and methodologies to build a unique customer journey map – an atlas of their needs, their interactions, what drives their satisfaction, and feel-good factors.

Understanding the effort and emotion your customers go through

Effort and emotion are crucial in the analytic approach that Capita takes. Capturing them exposes not only the ‘instances of anxiety’ for your customers, but also the moments that create genuine satisfaction and delight – and enhance their view of your brand, products and services.

Re-designing your customers' experiences

Neither plentiful feedback nor a hard-won in-depth understanding of customer journeys can do anything to help improve the customer experience unless the insights they deliver are actionable. And that’s where we excel.

 

Our customer-centred service design ensures that both customer needs and business requirements feed through into your eventual service outcomes – along with the feedback we’ve gathered – so that improvements become thoroughly embedded in your day-to-day activities.

Your one-stop shop

We are a one-stop shop for every stage of customer contact. We have award-winning multi-channel contact centres based right across the UK and a mature offshore delivery model that spans South Africa, Poland and India, all dealing with 100 million customers every year.

Here at Capita, we deliver that operational efficiency and effectiveness through our tried-and-tested Operating Excellence Framework.

We invest in practical operational solutions that are built from the contact centre floor up, solutions that answer real problems for real customers, day in and day out.

We consistently outperform in-house teams because this is what we do, and all we do, with expertise and experience that have been honed over 40 years in every major vertical.

We utilise our extensive experience to run periodic modelling, and then we service the resulting campaigns and customer communication exercises to cross-sell and upsell to your existing clients.

Here at Capita, we provide end-to-end debt collection solutions.

This means that we can work with your customers from the moment they apply for credit right up to the point when their debt is cleared.

Our flexible, scalable support is tailored to meet your particular needs and the needs of your customers and can be delivered from our UK or offshore locations.

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

We use sophisticated robotic techniques to optimise the use of available resources, providing improved efficiency and allowing you to concentrate on value-added services.

Utilising both business knowledge and practical experience, 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.

It is Capita’s view that delivering a better customer experience means putting people first.

We firmly believe that your staff are your most valuable resource – if you look after your people, they will look after your customers.

Our dedicated focus on staff engagement and motivation and our tried-and-tested onboarding process mean that the people who represent your brand, live your brand.

You're in safe hands

We’ve been a big player in the customer contact marketplace for a long time, so we’re trusted by many major brands which have a reputation for great customer relations, including John Lewis, National Trust, O2, Debenhams and Tesco Mobile.

 

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Get in touch if you have a question or would like to explore how our solutions could help your organisation.

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