Adolfo Linked in update 👏👏👏🇿🇦25 Nov 2025 12:03
Last week, I visited Mutual Park, Capita's largest delivery hub, in Cape Town, South Africa to spend time with our nearly 2,800 colleagues who run processes for leading energy, utilities, telecom, and retail organisations. It’s been 6 months since my last visit here and I was truly blown away by the progress we have made in terms of scaling our operations and injecting technology and AI into our business and our customer’s processes.
Besides meeting some of our customers on site, I always enjoy listening in on calls, as our talented colleagues handle a range of circumstances, including vulnerable customers. I continued to be amazed and proud as I witness them manage these challenging situations.
AI is transforming our business, and our teams here are leveraging AI-powered tools like Copilot and Centrical to drive efficiency across all campaigns, while automation and data insights—powered by solutions such as SymTrain and Agent Suite—are transforming the way we serve our customers.
We are focussed on investing in our people and creating the “Agent of the Future”, customer service agents who are augmented through AI and technology, providing new competencies and skills to thrive in their jobs and deliver an enhanced customer experience. We are embracing intelligent recruitment, advanced training, and simulation. We’re setting new standards for the industry and modernising the agent role to be AI-augmented, with new competencies and a people journey that reflects our commitment to excellence.
Equally, we are dedicated to wellbeing and safety and I’m proud of the work we have done to make this part of the DNA of our organisation. Programmes include a South Africa Wellness Day which welcomed over 1,300 colleagues and over 290,000 staff drop-offs this year, ensuring safe daily transport for 1,500 colleagues.
Our collaboration and partnership with the local government is critical - from safety, skills development to opportunities for growth. It was a pleasure to meet again with Alderman James Vos Mayoral Committee Member for Economic Growth Vos, Cape Town Mayoral Committee Member for Economic Growth, where we discussed our progress and plans for the future.
I left Cape Town feeling energised and proud of what we are building together. The team is a shining example of Capita’s commitment to excellence, innovation, and social impact.
Thank you to everyone in South Africa who made this visit so memorable. Let’s continue to achieve together and create better outcomes for our customers and our colleagues.
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