Our retail client sought a partner who could manage rising customer demand, support both online and in‑store journeys, and deliver consistently high service quality across channels. Working in partnership with the client, our teams provided the scale, expertise and operational discipline required to deliver standout peak performance.
Time taken to clear email queues
Voice contacts handled during peak
Online calls answered by our South Africa team
Increase in customer satisfaction.
Thanks to Capita’s support, our service hit a new level during a critical peak retail period. We cleared email backlogs in a day instead of three weeks, and customer satisfaction jumped by eight points. It was a standout and impressive peak performance.
Retail client of Capita Experience
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