Capita signs contract with HMRC to provide contact centre analytics

Under the new contract, Capita will deploy its market leading Assisted Customer Conversations (ACC) solution, an AI-driven technology that enables contact centre advisors, managers and quality teams to understand the nature of each customer interaction.

This will allow HMRC to analyse over 30 million calls per year, helping them to understand more accurately why customers are contacting HMRC and patterns of customer behaviour. HMRC will also be able to better assess the effectiveness and compliance of their internal processes and how well their colleagues are meeting customer needs and managing conversations. As well as increasing efficiency and productivity, it will help HMRC to deliver better customer service in the future.

ACC, which was developed in partnership with Bury-based CX technology specialist Avoira Limited and uses Xdroid voice analytics software, transcribes every customer call. It can analyse not only the words themselves, but the way they are communicated to provide greater contextual accuracy. This is tailored to the conversational context specific to the organisation and identifies customer trends, emotions, and behaviours by using word, phrase, sentiment, and emotion spotting.

Aimie Chapple, Capita Customer Management Executive Officer, said: “I am delighted we will be working with HMRC to provide deep insight into the conversations they have with their customers. Our Assisted Customer Conversations solution will help HMRC to design more convenient and personalised experiences for its customers and quickly identify service issues.”

The contract is for two years, followed by the option for two further one-year extensions.

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Capita is a consulting, transformation and digital services business. Every day our 55,000 colleagues help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and across six divisions: Customer Management; Government Services; People Solutions; Software; Specialist Services; and Technology Solutions.