Our customer service innovation team is solving industry-specific problems through technology, analytics and process design.

We're helping our client to identify – and resolve – 'hidden' issues that are affecting their customers.

Capita supports AEGIS London with the provision of IT services in response to Covid-19, allowing the business to continue trading successfully.

Ricky Alfred, Capita Customer Management’s Head of Responsible Business, reflects on the need to support vulnerable customers - and how organisations, customer service agents and Capita can all make a difference.

While Covid has put the brakes on a lot of things – normal schooling, visiting family and friends, holidays and music festivals, commuting and meetings in the office, it has enabled and accelerated the uptake and development of a number of other trends.

We rapidly mobilise contact centre teams to help organisations support customers during difficult times – helping to protect revenue and business continuity.

In any given year, and setting aside the extra Covid-19-based demands of 2020, the UK Government disburses over £100bn in grants and funded schemes.

As declared by Dr Dominique Hes in 2017, there is quite simply “no sustainability without community engagement”. The topic of how organisations bring their staff and customers ’with them’ on cultural and transformative journeys is never far away.

Covid-19 has forced organisations to reflect on and respond to how they engage, support and communicate with their customers.

Our great opportunity debate research – the first quarter results of which are now available to download in our report – found that the change in working patterns had the most impact on individuals and their organisations overall over the past 12 or so months.