One of the things that caught my eye in the Institute of Customer Services UK’s (UKSCI) most recent report on customer satisfaction was the suggestion that a growing number of customers are prepared to pay more for improved service.

To have a positive impact net zero ambitions must be embedded from the ground up and the top down. We look at how organisations and their employees can create the right culture and behaviours.

At last week’s UK National Contact Centre Awards ceremony, there was success for two of Capita businesses.

From sales & acquisitions, enquiries & complaint handling, to managing campaigns & retention strategies, we’re trusted by over 50 of the UK’s leading brands.

With our flexible, expert customer service teams, we're supporting clients through their busiest times of the year, with extra resourcing, thorough planning, insight and smart technology.

From speech analytics and virtual assistance, to visual intelligent voice routing (IVR), we're developing innovative applications that are empowering agents to deliver even better customer experiences.

Capita has been selected by Southern Water as its new customer services Managed Service Provider in a contract worth £30m over the initial five-year term with an option to extend for a further three years.

Our vast range of customer services for local authorities includes general enquiries, council switchboards, advice lines, complaints handling & one-stop-shops.

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.

Our specialist sales teams are using data, analytics, technology and a wealth of experience to generate millions of pounds of sales for our clients every year.