Capita secures £62m contract renewal with major European telecom provider, expanding nearshore delivery and AI-enabled transformation

The renewed agreement reflects Capita’s strategic focus on operational efficiency, and AI and digital transformation. Under the new terms, Capita will continue delivering customer services across different lines of business, including technical support, chat and messaging, and inbound sales.

The transformation includes:

• Enhancing delivery capabilities across multiple European locations.
• Implementing Centrical and AI-driven tools to improve performance across key metrics such as Average Handling Time, Net Promoter Score, and sales conversion.

Corinne Ripoche, CEO of Capita Experience, said: “This renewal marks a significant milestone in our partnership, which started in 2014. By expanding our nearshore footprint and embedding AI-powered performance tools, we’re delivering a more agile, cost-effective and customer-centric service model. It’s a clear demonstration of Capita’s ability to evolve with our clients and support their strategic goals.”

Notes to editors:

There is no IFRS 15 transaction price (order book) for this agreement as it is a framework contract.