Capita Customer Management

Capita PLC group

Our business model

Global delivery locations

Northern Europe

12 centres

Following the acquisition of avocis and Scholand and Beiling, in 2015 we brought together a number of our European operations outside of the UK, Ireland and Channel Islands into one single division, Capita Europe. Our sites in Germany, Switzerland, Austria and Poland now employ over 7,500 people, deliver a range of customer management, back office and professional services.

UK, Ireland and Channel Islands

84 centres (Multi-service delivery centres)

The majority of our 63,000 employees and based in our 84 multi-service business centres across the UK, Ireland and the Channel Islands. These sites deliver the full life cycle of services from front end customer management to back office administration for all our clients.

UK and Ireland

15 sites | 16,000 FTE's

Germany / DACH

10 sites | > 30 clients | 6.700 FTE's

Poland

2 sites | 15 clients | 120 FTE's

India

5 centres

Our five multi-service business centres in Mumbai, Pune and Bengaluru employ a total of 7,900 staff. The sites support a number of our UK clients with customer management, finance and accounting analytics, application development and other IT related services.

South Africa

4 centres

Our delivery centres in Cape Town, South Africa, secured new clients and created over 700 new jobs during 2015, providing customer management services that continue to support our growth in the UK. We currently have over 3,000 staff in SA.

Dubai

2 centres

Our delivery centre in Dubai predominantly supports our Life and Pensions South Africa administration business, as well as providing coverage for other Capita business in the region.

India

5 sites | 24 UK clients | 6,400 FTE's

South Africa

4 sites | 5 clients | 3,000 FTE's

Dubai

2 sites | > 15 clients | 90 FTE's

Our clients connect, inform and entertain people across the world. Our amazing people deliver customer and technical support and bring digital innovation enabling faster and simpler access to the services they need most, making their lives easier.
That’s why so many of our clients trust us as their partner to transform their customers’ experience

Keeping our clients customers safe, connected and together

We are there in key life moments, the good and the bad with 24-7 help, support and relevant information.

The TMT sector lays the foundation for the digital infrastructure we consume, work, and connect with on a daily basis. As the global economy and society scales, increased capacity to enable this new means of communication is required.

With increased dependence and reliance, the services provided by the sector have shifted to becoming essential to our lives – and the sector continues to grow. Our mission is to improve our clients ability to create customer value, whilst supporting their initiatives to drive market leading change leveraging our technology innovation, ability to transform in digital and CX excellence.

Disrupted by digital transformation, automation, the Internet of Things, monetising data, 5G and fixed-mobile convergence

Re-think the customer experience and serve the customer with a digital-native, scaled customer experience. Shift toward selling outcomes – a seamless quad-play experience over selling network services, as measured by content, cloud performance.

Digital-native businesses have set a new standard for seamless online experiences, forcing telcos to redefine their interaction models

Move towards a zero-touch service model with a simplified product and service portfolios, supported by fully automated, AI-enabled, cloud-based processes.

The current cost of living crisis , against a backdrop of inflation and a degree of uncertainty consumers face about future price rises, customers require a more efficient, human centric approach to collecting debt

Manage capital expenditures through better insights and analytics to build new business models, GTM at scale or manage costly infrastructure deployments.

Our proof points in Telco, Media and Technology

We are joint 4thin the UK Customer Satisfaction Index for Tesco Mobile. We not only retained top spot in the telecommunications and media sector, improving its overall score by 2.2 points over the previous period, but stood fourth across all sectors – the highest ever position in the rankings.
Reduced voice contact by 50% and complaint volumes by 80% (TMT)
Generated over 1 million online leads for a large UK Broadband customer
Generated a 25% uplift in conversion across Sky products
30% reduction in Sales Calls and 40% savings delivered overall
Increased the number of customers retained year on year by 73% for 02
Reduction in complaints and repeat contacts by 70% for 02
Improved the total cost to serve by 25%, whilst also reducing complaints by 60% and revenue has increased by over £300m per annum for the BBC TVL.

Collections and Debt Management

Capita solution and key differentiators

Data and analytics approach to segment the arrears book and understand triggers to prevent debt with proactive interventions. Segmentation and demographic strategies executed digitally using propensity to pay and best way to contact. Technology to support advisor e.g. unified desktop; open banking affordability assessments and assisted customer conversation. Self-serve, including payments, based on known customer behaviours to reduce effort and increase propensity to pay.

Industry specifics

The need to treat customers in special financial circumstances in an empathetic manner, driven by the cost of living crisis.
Identifying affected customers and tailoring their journey according to their circumstances.

Credentials and proof points

Reduced cost to serve by 29% and increased customer engagement by 22% through tailored contact times and channels
Propensity to pay scorecards resulting in a reduction in time to collect by circa 50%

Market leading expertise in serving Telco, Media and Technology clients

12,000 contact centre agents providing Telco customer and technical support across three continents
3rd to the Telco Industry (UK&I) by revenue
Tesco Mobile UKCSI, retained top spot in the Telecoms sector in January 2023 Tesco Mobile ranked among the highest-rated organisations across four of the five available dimensions. The company increased its score by 1.5% over the year from January 2022
Mobilcom-debitel Successful digital transformation for largest German BPO contract in 2020, resulting in 4% net margin in 2021
50% We work for 5 out of the top 10 Telcos in Europe
7000+ managers and employees trained with award-winning programmes for BT
25% Uplift in conversion across Sky Products
£1m Online leads generated for large | UK Broadband customer

Key highlights

VMO2: STS exceeding connection targets, generating incremental £1.5m monthly revenue
Tesco Mobile: UKCSI score 83.9 (+1.1 YoY) No. 1 in TMT, No. 5 in UK
Mobilcom-debitel: Successful digital transformation for largest German BPO contract in 2020, resulting in 4% net margin in 2021
BBC: COVID Recovery Plan stabilised operation and providing a better level of service than pre-COVID. CSAT shows 90% customers commenting positively, scoring 4.4/5

Capita Telco, Media and Technology industries

Our clients connect, inform and entertain people across the world. Collaborating with our partners, we unlock value, improve customer outcomes and drive innovation and cultural change.

We help our clients revolutionise their customer experience, enabling faster and simpler access to the services they need most, making their lives easier. We work with 5 of the top 10 largest Telco’s in Europe, so our clients know they can trust us to understand and deliver on their long-term strategic goals, working with them to design, transform and deliver end-to-end seamless experiences.

Our partnership with 02 spans 24 years, delivering service improvements that have contributed to O2 being #1 Ofcom rated provider for customer service for the 7th year running.

Capita Experience

Sales and Retentions

Capita solution and key differentiators

Capita has end-to-end capabilities:

prospecting
lead gen
appointment setting
lead conversion
automated support
sales through service
welcome calls
retentions.

Our proposition covers the data, technology and people expertise to maximise ROI.

Industry specifics

The need to treat customers in special financial circumstances in an empathetic manner, driven by the cost of living crisis
Identifying affected customers and tailoring their journey according to their circumstances.

Credentials and proof points

8% conversion, cost per acquisition >£100 to £26
33% ROI increase and NPS up 6 points
1m online leads generated, 10x ROI, 25k incremental sales and customer rating of 4.5 / 5

Complaints

Capita solution and key differentiators

Fair outcomes for customers with complaints prevention at it’s heart, driven through:

Utilisation of Root Cause Analysis (RCA) and data insight to remove known and potential issues before they can occur
Identification of customer language and sentiment enabling agents to address customer concerns before they escalate

Improve brand Loyalty and advocacy addressing common complaint handling dissatisfactions:

Simplify complaints processes
Improved First Point of Contact (FPOC) Resolutions
More communication options
Improved resolution times

Industry specifics

Need for a more simplified complaints process improving loyalty and retention
Changing customer behaviour means a need for more channel options to communicate

Credentials and proof points

Diagnostic and consequent change project delivering 32% Full time employee (FTE) saving
80% of complaints resolved at FPOC
50% reduction in complaint volumes
29% reduction in end-to-end customer processing time

Need to deliver a Vision and value

Protecting against cyber attacks critical as infrastructure vulnerabilities expand and work-at-home systems targeted.

Heightened focus on securing infrastructure and data, with cyber security and resilience a focus area for regulatory bodies/ regulations

Fully embrace agility to cut through established decision-making models to enable change to happen much more quickly and pervasively.

New-entrant disruption, with increased competition among both traditional and non-traditional players, which have shifted value toward technology-focused parts of the value chain

As businesses deal with economic disruption, they have to seek our visionary ways to protect and create value. I can’t think of a customer experience event where technology is not at the heart. The operators that act boldly will be the winners. Digital adoption needs to focus on finding that sweet spot where the consumer wins, the company wins and society wins thought sustainability. Its about finding that balance.

Capita’s capabilities for Telecoms, Media and Technology

CX Transformation

Capita solution and key differentiators

Design and implement transformational solutions to deliver tangible benefits in cost, revenue and CX

Experience – diagnosis, design and implementation of solutions using best in class data,
people and tech
Insight and Analytics – create, interpret and present data to drive actionable insight and change
Digital – design and develop digital experiences and transform existing touchpoints
i.e. apps and websites
Operational Excellence – transformation of operational processes and services that drive value to the client and customer.
Digital Successes – Increasing CX and reducing cost to serve through innovation - personalising the customer journey.

Credentials and proof points

50% reduction in voice contact, £80m pa cost saving and 80% reduction in complaints
100% refunds recorded by RPA and 65 – 70% closed automatically
AI driven reduction in contact (40%) and AHT (49%)

Capita has supported a wide range of market-leading Telecoms, Media and Technology clients since 1983, through long-term strategic partnerships.

Enablers

Consultancy

We are deep industry and process experts who advise, build, implement and operate real
and effective digital solutions.

AI and Automation

Automation, RPA and AI capability combines technology with design to deliver capability
to streamline the customer experience.

Technology, Cloud and Cyber

One of the largest IT organisations in the UK, supporting thousands of customers,
our cyber security is everywhere from financial firms to government departments.

Data and Analytics

We have 100+ UK-based data, analytics and AI experts who Design, deploy and support
cutting-edge solutions.

Capita Experience

04 |

Improve customer satisfaction

Using insight and analytics we personalise the customer experience.

+15 NPS for M&S

+61 NPS for Samsung

05 |

Reduce operating cost

Leverage technology including AI, cloud and Robotic Process Automation to drive up KPI’s. 30% reduction in voice calls for O2 and 300% increase in myo2 app usage.

06 |

Drive revenue

Achieve growth through our service model combined with data and analytics.

99% of BT B2C sales have
2 products

21% of BT B2C sales have 3+ products

Transforming customer experience for our clients

Transforming business for our clients

Capita Experience: Innovations

AMI - Conversational Messaging Bot

At the heart of every successful organisation sits exceptional customer experience

Capita Experience: Innovations

Digital Empathy in BOTS by making them more human with AI

Single Agent Desktop