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Customer management

Our focus is on improving customer experience. We can help transform your entire service, adapt to digital advances and move to a single-customer view, enabling you to reduce costs and increase revenue.

We can manage all customer interactions for your organisation, improving your responsiveness, while saving you money. Our expertise covers every channel and multiple sectors. We’ve worked with household names including O2, Debenhams, Volkswagen, British Gas, William Hill, DWP and the National Trust.

Our solutions are all based on a thorough analysis of your organisation and its objectives. We tailor the services precisely to your requirements so that you are paying only for what you need and impacting only the processes that need attention. And we can provide the people, technology and premises.

We’re proud to have won multiple awards for our work. In 2017 we won ‘Innovation in BPO – A Partnership Approach’ and ‘Contact Centre Team of the Year – BPO & Outsourcing’ at the CCA Excellence Awards and won the ‘Customer Experience Provider of the Year’ and ‘Outsourcing Innovation of the Year’ at the 2017 Global Sourcing Association Awards.

Take a look at the Capita Customer Management website to find out more about how we help organisations to transform customer experience by developing the perfect blend of people, processes and technology.

Omni-channel customer service and support

We work with a wide range of clients who recognise the fundamental importance of consistently excellent customer service. They have all benefitted from our ability to transform customer experience. Our outsourced services consist of everything from handling general enquiries, billing queries and customer service, to running helpdesks and advice lines, complaints handling and case management. We're experts at spotting opportunities to turn a service call into a revenue generating sales opportunity through cross-selling and up-selling. Visit our customer management website.

We also provide customer service and channel shift solutions specifically for local government. Visit our local public services website.

Sales and customer acquisition

By effectively using sales campaigns, lead generation, telemarketing and experienced account management skills, we can help your organisation grow and generate more revenue by assisting you in the acquisition of new customers. 

Using our expert knowledge, we’re able to ensure we recruit the right people and provide the right environment for both yours and their needs. And to support the front-line effort of our agents, we’ll equip them with the best of modern techniques to make sure they’re talking to people most likely to buy and reducing time spent chasing those who aren’t. We can do all of this quickly and with the agility your business requires.

Remediation and complaint handling

Our expert remediation services business has been part of every major regulatory review in the UK for 20 years, dealing with complex and high volume interactions, remediation programmes and complaints. Using a combination of robust methodologies, lean operations and intelligent workflow we can not only help to ensure our clients are able to deal with current challenges, but also use our expertise to prevent future remediation or complaints issues.

We can provide services on the basis of fully outsourced, managed service or interim resourcing business models either on our clients’ sites or on ours. With access to multiple offices throughout the UK, near shore and offshore, we are able to respond to urgent delivery requirements at the pace our clients demand.

Our end-to-end delivery capability covers design and implementation, resourcing, operational delivery, mailing service, call centre support, MI/CAP planning and payments services, across a range of complex issues such as past business reviews. We use some of the latest robotics and analytics tools to refine customer populations and apply appropriate treatment strategies to offer our clients expert, agile support.

Customer retention and revenue growth

We can help you keep your customers and maximise the revenue you can expect from them. It can be a far more cost effective way to grow your business than acquiring new customers.

We can offer you a full understanding of the customer lifecycle – and how it varies by sector, demographic group and product or service. And we use sophisticated analysis to ensure we are offering each customer what they are most likely to buy – while maximising the income.

We use a mix of outbound campaigns and sales-through-service techniques, all supported by appropriate technology and on-the-job training that’s second to none.

Technical support

We can provide high-quality, responsive and accurate technical support to your customers. Our range of complete support service packages can be applied to a variety of industries – from mobile to automotive. The packages offer a full range of support options and we train our teams comprehensively in the technologies they are supporting, ensuring they have first-hand experience of the products.

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