Showcasing key projects and contracts that Capita supports within the telecoms industry
mobilcom-debitel is the largest network-independent mobile communications provider in Germany. As a business procecss outsourcing (BPO) partner, we have taken over its entire customer service function, and we're managing 1,000 full time employees. We have:
Through our Blue Sky business, we have helped BT to create a customer-centric culture in its customer experience team, which has had a direct impact on customer satisfaction and employee engagement scores. We have:
We have worked in partnership with O2 to encourage customers to use digital service channels. This included creating a bespoke Visual IVR solution that allows customers to complete eight transactions, including unlatching their phone, paying a bill and changing their address, three minutes faster than they would using the standard contact centre process. We have:
We have helped a consumer broadband business in the UK to grow its market share by using data analytics to capture more leads and drive online revenues. We put behavioural analytics software on the company’s website to track customers and automatically identify potential leads.
We have worked with a major UK mobile operator to provide more data about and insight into its customers by using a speech analytics system in its call centre. The system records and transcribes customer calls in real time; the transcripts are then analysed for key words and trends. We have:
Through our acquisition of Electranet, we have our own team of highly qualified field engineers who support a number of UK telcos.
The Electranet team have achieved top-level security accreditations, and their work has included: