RE: Another massive contract won by Capita20 Nov 2023 10:46
As well as new big contracts, high renewal rates, Capita has also seen clients that had left returning when they did not get the same standards of service they received from Capita
An example is Scottish Power was previously a customer that left and has now returned
Capita last year told us it has secured a five-year agreement to deliver front-line customer support services for ScottishPower customers across the UK.
The customer management contract, worth up to £63m over five years, includes broad customer experience support services for Prepayment, Homemover, SME and Direct Debit standard meter customers.
Capita agents will use Assisted Customer Conversations technology, an AI-driven innovation to drive efficiencies etc
The contract is a further example that reflects Capita’s focus on securing significant work with new clients, building on high levels of client retention and success in growing the scope of work with existing clients.