Achieving service consistency in the banking ecosystem

Capita partnered with one of Germany’s largest banks to drive service consistency across multiple customer touchpoints while enhancing digital banking operations. The collaboration focused on reducing handling times, improving service quality, and ensuring seamless experiences across an expanding product portfolio.

Capita implemented tailored routing solutions and optimised workflows to support both inbound and outbound customer journeys. Silent monitoring, targeted coaching, and a train-the-trainer model helped improve performance, while flexible shift models enhanced workforce availability and satisfaction.

The result: an 11% reduction in average handling time, a 13% boost in service quality, and 95% call acceptance—transforming customer experience through a scalable, human-first service model.

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