Contact centre

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

We are a one-stop-shop for every stage of customer contact where we specialise in delivering the highest possible standards. With contact centres based right across the UK and a mature offshore delivery model that spans South Africa, Poland and India.

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 John Lewis, National Trust, O2, Debenhams and Tesco Mobile. Our award winning multi-channel contact centres deal with 100 million customers every year.

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Our approach

We offer pay-as-you-go flexibility alongside a robust track record of delivery. 

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.

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

Co-ordinating services in 12 different countries, supporting over 250 product types

100 million customers contact us each year in our multi-channel centres

Here at Capita, we deliver that operational efficiency and effectiveness through our tried and tested Operating Excellence Framework. We invest in practical, operational solutions - built from the contact centre floor up. Solutions that answer real problems for real customers, day in and day out. We consistently out-perform in-house teams because this is what we do and all we do, honed over 40 years in every major vertical.

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

Here at Capita, we provide end-to-end debt collection solutions. This means we can work with your customers from the moment they apply for credit, to the point 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.

At Capita, delivering a better customer experience means putting people first. If you look after your people, they look after your customers. With a dedicated focus on staff engagement and motivation and our tried and tested on-boarding process, means the resources who represent your brand, live your brand.

Client testimonial

“We met Capita and were impressed with their initial presentation. Their portfolio, contact centre experience and project approach gave us confidence that they could be the right partner to overhaul our voice and contact centre technology for the UK operation.”

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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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Awards and accreditations