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27 October 2017

Success for Capita Customer Management at the 2017 GSA Awards

Our Capita O2 and John Lewis teams have received awards at the prestigious 2017 Global Sourcing Association (GSA) Awards.

On 19 October, the GSA UK Awards brought together more than 350 members of the leading outsourcing service providers, advisors and buyers. Best practice was rewarded and celebrated as the efforts of organisations and teams who have demonstrated excellence in the sourcing world in 2016/17.

Capita O2 took the award for 'Outsourcing Innovation of the Year' against tough competition. Terry Boynes, director at Capita O2 Partnership, said: “Our Capita O2 Partnership has been industry-leading since we formed it in 2013. This latest in a long line of awards shows we continue to create outstanding practice and deliver great results for our client and their customers.”

The Partnership is focussed on exploring new and exciting possibilities for Customer Service that will inspire and delight O2 Customers. Visual IVR is a great example of the innovative thinking and collaborative approach that is part of our Partnership DNA.

Alex Turner

Head of customer service transformation, Telefonica

In addition, our John Lewis Partnership team won 'Customer Experience Provider of the Year'.

Jason Allen, partnership director, Capita, said: “I’m incredibly proud of our team on the Capita John Lewis account, who have delivered what the client described as their best ever peak performance. Our award entry was based on our partnership practices, governance and innovation.

Working hand-in-hand with the client we have flexed resources, up-skilled colleagues and made the best use of technology to great effect. We continue to strive for brilliant service for all our clients and are delighted our efforts have been recognised with this prestigious national award.”

I am absolutely delighted for the teams to be recognised for their hard work and commitment. A real partnership in action delivering together for both our respective businesses but most of all our customers.

Ray Biggs

Head of contact centre operations, John Lewis

Global Sourcing Association CEO, Kerry Hallard said: “The number of entries to the GSA UK Awards is at its highest ever. The fact that award submissions have increased year on year is a testament to the expanding breadth and depth of innovation and best practice that is taking place across the sourcing industry, with more and more examples of sourcing excellence coming to light.”

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