Using innovative data and insight software, we can spot the signs of customers falling into debt, provide earlier intervention support and try and prevent it from happening at all.

Flexibility is always a priority for any contact centre. When there are peaks in demand, we’ll provide back-up with the operational flexibility that guarantees a confident, sure-footed response. This could involve augmenting your teams with extra staff, introducing self-serve options, analysing customer segmentation to get the most from existing capacity, enabling home-working and more.

We tailor every collections response to the individual, through empathetic agents and technology that personalises customer journeys.

News, research, reports and thought leadership articles looking to the future of utilities

We look at how you can set your business apart from competitors as you navigate the future of customer experience management services in 2024.

We’re working in partnership with the utilities sector to create a sustainable future through data-led insight and innovation, transforming new consumer demands into opportunities to grow.

As we’ve mentioned in a previous article, 2021 saw smaller UK energy suppliers cease trading and exit the market at an unprecedented rate.

Capita's recent vulnerability session led by our guest speakers and market analysts explores how we can better support the expanding dimensions of customer vulnerability.

Inflation in Britain is at its highest in 30 years, having risen to 5.4% in the 12 months to December 2021 and it is expected to reach 7% by the spring, according to the Bank of England.

To get a better understanding of building energy consumption, we engaged SMS plc to apply metering and data expertise for valuable energy management insights.