Capita extends eight-year partnership with major distribution client

Capita has secured a two‑year renewal worth £5 million to provide contact centre services for a major distribution client, continuing a partnership that has been in place since 2018.

The renewed contract reflects the confidence the client has in Capita’s ability to provide reliable, high-quality service. Capita supports the customer journey, from the first enquiry through to complex claims and investigations. By combining data-driven insight with simple, efficient processes, the company helps deliver positive experiences across voice, webchat and email.

The renewal follows a period of consistent operational performance. During the most demanding peak of the year, teams met service targets across all channels while managing significantly increased contact volumes. Performance highlights include:

90%+ SLA achievement on email during the busiest week
delivered high scores for quality consistently through peak periods
beating client targets for first contact resolution by over 6%

The client also benefits from Capita’s investment in performance enablement technology, as all the advisers and team leaders delivering on this account are supported by GenAI.

Corinne Ripoche, chief executive officer of Capita Experience, said: “We are delighted to continue this successful partnership with a valued client. This renewal recognises the strength of our delivery, the expertise of our customer service teams, and our ability to support the client’s fast‑moving, high‑volume operations. We look forward to continuing to help the client enhance their customer experience over the next two years.”

For more information, please contact: 

Media enquiries
Email: media@capita.co.uk

 About Capita plc 

Capita is a modern outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across eight countries, Capita’ supports primarily UK and European clients with people-based services underpinned by market-leading technology. We play an integral role in society - our work matters to the lives of the millions of people who rely on us every day.