Capita signs £58m contract renewal with Tesco Mobile

Building on the existing highly successful five-year partnership in which Tesco Mobile has been recognised for its market-leading service, the contract renewal is worth £57.6m over three years, starting in September 2021. The contract renewal offers further opportunities for improvements to customer service whilst securing shared efficiencies through technology deployment and a new hybrid working model.

Capita will be deploying and integrating new advanced technology as part of its ongoing operations to manage all inbound customer service, telesales and renewal calls, that will not only improve the customer experience but also enhance the capabilities of and experience for our customer service colleagues.

Capita has already started the transformation process that will enable it to deploy the next generation of digital technology and produce better outcomes for our client and their customers. This includes AI-driven real-time speech analytics that will coach and prompt advisers during live calls, helping them to manage customer conversations and deliver outstanding service. It will also deliver greater efficiency by automating call transcripts and assessing quality assurance.

Capita will also re-engineer the customer journey, combining AI with speech-to-text and text-to-speech capability, to develop rapid self-serve authentication and a set of automated routes that can be completed without needing to speak to an adviser. Capita will aim to create a seamless digital experience for Tesco Mobile customers making it easier for customers to get their query resolved quickly.

This contract extension will be delivered through a Capita homeworking hybrid model supported by cloud-based telephony. This is an example of the company’s new future ways of working approach which has developed in the wake of the pandemic.

Aimie Chapple, Capita Customer Management Executive Officer, said: “We are proud to serve Tesco Mobile customers. This contract renewal reflects the success of our longstanding partnership with Tesco Mobile, as we work together to transform the customer experience. The solution will deliver a digitally enabled transformation that will continue to improve the interactions that customers have with Tesco Mobile.”