Training & development deliver premium CX support | Capita case study | Capita

A multinational consumer electronics business sought to elevate its customer journey by improving the employee experience to manage complex queries across multiple communication channels.

With nine diverse product categories and a varied customer base of retail and wholesale consumers, the challenge was significant. We provided comprehensive support, handling over 2 million customer interactions annually across channels such as phone, social media, online communities, and reviews.

By focusing on Key Performance Indicators like agent engagement, Customer Satisfaction scores, Net Promoter Score, and first call resolution, we delivered exceptional outcomes. Our high-quality service also supported major retail partners, ensuring a seamless and consistent experience for all stakeholders.