Contact management

We're providing contact centre solutions for some of the biggest companies in the UK. Whether you’d like us to run your entire contact centre or simply assist your existing teams at peak times, we can help.
Customer service rep at home using headset

Contact centre services tailored to your brands and needs

Capita can supply the people, technology and premises for all types of contact management, including customer services, payments, complaints, advice lines and emergency response. 

Our employee engagement programmes ensure our agents feel closely aligned to your brand and customer experience ethos.

We tailor services, so you only pay for what you need, and offer cost-effective options such as offshore contact centres. We’re also experts at turning customer calls into cross-selling opportunities.

We’re currently serving more than 50 of the UK’s largest brands, including the BBC, National Trust and O2. By outsourcing customer service to us, companies are saving up to 40% in costs. Find out how we can help your business below.

100m+

multi-channel calls handled in over 30 countries

40%

savings in customer contact costs

20,000

employees over five countries

Contact management services

01

Omni- and multi-channel contact management

Ensure a seamless customer experience with our blend of multiple customer management channels, skills and technology to increase satisfaction levels and keep them engaged with your brand.

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04

Peak management

With our flexible, expert customer service teams, we're supporting clients through their busiest times of the year, with extra resourcing, thorough planning, insight and smart technology.

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02

Multi-lingual hubs and location strategy

When it comes to location strategy, our focus is ‘rightshoring’ – finding the most appropriate operation for the needs of you and your customers.

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04

Claims management

Our experienced insurance professionals are able to offer a wide variety of claims services to our customers, including Lloyd’s, London Market Claims and niche loss types. We have a legally qualified team of expert claims handlers and binder management specialists.

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03

Multilingual services

From website optimisation to AI-powered smart chatbots, to multilingual adviser hubs for complex queries, our modular solutions enhance the experience of all your customers, no matter where in the world they are.

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06

Rapid contact centre response

We’re helping organisations to communicate with worried customers during times of disruption with flexible, reliable and expert customer support, for as long as they need it, in rapidly deployed contact centres.

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