Contact Centre Incident Response

In today's fast-paced and unpredictable world, businesses must be prepared to handle emergencies and unforeseen events swiftly and effectively.

Our Incident Response as a Service, as an extension of our contact centre solution, provides a comprehensive solution to manage all types of contact management, including customer services, payments, complaints, and advice lines. This service is crucial in emergencies, ensuring immediate and effective responses to minimize the impact of unforeseen events.

We rapidly mobilise agile contact centre teams to help organisations to support worried customers who need accurate responses to their questions during difficult times – helping to protect revenue, strengthen business resilience and achieve business continuity at the same time.

We combine a data-driven multi-channel approach with a powerful analytics capability to support some of the biggest brands in the UK and to make sure that their customers get the reassurance of expert answers to their questions when they need it most.

Our service helps to ease the burden on clients’ call centre teams, reduce their overheads and be up to 80% more cost efficient. They become known for their responsiveness and great customer service.

Get in touch to find out more

Key features

Security: We leverage our robust solutions to cater to critical business needs, to provide our customers with the necessary guardrails to mitigate further damage and to prevent issues in the future.
Rapid deployment: Customer Contact Centre services on demand within 1-hour. Divert inbound customer queries via our always-on Omni-channel Contact Centre using voice, chat, email, and SMS.
Proactive uninterrupted customer engagement: Communicate proactively via outbound voice, SMS, email campaigns, and push notifications to quickly reach your customers.
Personalised automation: Reassure customers with natural, personalized AI-powered self-service options in times of crisis.
Broad communication at no extra cost: Use the same business logic and routing rules to navigate difficult conversations and fine-tune customer experiences across channels.
Unified agent experience: Provide agents with a unified workspace that’s easy for new agents to learn and gives experienced agents all the tools they need to continuously improve customer experiences.
Utility pricing model: With pay-as-you-go pricing, toggle features on or off to optimise the agent experience, reduce average handling time, and decrease per-agent costs.
Optimised agent effectiveness: Monitor customer conversations and set automatic alerts to improve the overall customer experience. View aggregated agent metrics, automatically populate evaluations, and drill down into customer interactions to identify efficiency gaps.
Scalable and flexible: The standby call centre can be used as an overflow mechanism during peak periods, for example seasonal spikes or marketing campaigns.
People and training excellence: We invest heavily in crisis scenario training so that our team can become a seamless extension of your customer service operation.

Security framework

Capita’s Amazon Connect-based Capita Connect Incident Response (CCIR) is a secure, rapidly deployable, and ring-fenced solution designed to support clients to respond to sudden incidents that hinder essential business processes.

The CCIR is:

Built in alignment with AWS’s Well-Architected Framework and adhering to secure-by-design and secure-by-default principles
Operates independently of client infrastructure, ensuring complete isolation and data integrity
Hosted within a hardened AWS environment, leveraging robust security controls including IAM best practices, multi-factor authentication, encryption of data at rest and in transit, and continuous monitoring via AWS CloudTrail and CloudWatch
Implemented with automated deployment pipelines, proactive threat detection through integrated SIEM capabilities, and strict governance through change management and incident response protocols

This capability extends Capita’s proven Capita Contact platform, offering clients a trusted, scalable, and secure communications channel when it matters most.

Experienced a breach?

Our incident response solution includes specific services to support you during a breach, including:

During breach:

Upon detecting and confirming a breach, our incident response team swiftly activates to isolate affected systems, prevent further damage, and preserve evidence. We conduct an initial assessment of the breach's scope and impact, implement containment measures, engage forensic experts for thorough investigation, and document all actions and findings.

Post-breach, we can:

Eliminate the breach's cause, apply security updates, restore systems from backups, review the incident to learn lessons, update the response plan, enhance security measures, monitor for threats, and address potential legal consequences.

Prevention measures:

Conduct a risk assessment to identify cyber threats, create a data map, implement security measures, establish an incident response team with clear roles, develop a breach response plan, prepare communication templates, train employees on data privacy and security, build relationships with cybersecurity experts and legal advisors, and test the response plan through exercises.

Why choose us?

We supply experienced and trained personnel who can handle a wide range of customer interactions, from simple inquiries to complex complaints and case management. Our team is equipped to scale up quickly to meet increased demand during emergencies.

We leverage secure, cutting-edge technology, including AI-powered automation and omnichannel communication platforms, to ensure efficient and seamless interactions across various channels such as voice, chat, email, and SMS. Our technology enables 24/7 self-service options and intelligent automation to optimize operations, all whilst maintaining a secure environment.

We provide the necessary infrastructure to set up contact centres rapidly, ensuring that businesses can continue to operate without disruption. Our facilities are equipped with the latest technology and security measures to protect sensitive data and ensure compliance with industry standards.