Capita wins £70 million customer service outsourcing contract

29 September 2016 Consultancy.uk

Three has announced Capita as the preferred bidder for its seventy-million pound, seven year customer service delivery contract. The deal will see 450 customer services and related staff transfer from their office to Capita’s operation in Glasgow.

Three, a subsidiary of Hong Kong-based Hutchison Whampoa, launched in 2003 to provide UK customers with telecommunications services leveraging, the then, latest 3G technology. The company today runs both a 3G and 4G network, providing customers with a broad range of telecommunications offerings.

Customer experience within the telecommunications sector is, according to a recent study, better provided by companies that host a broad array of (digital) channels that facilitate engagement with customer service agents. Outsourcing the service remains one way of accessing key expertise in a complex ecosystem.

Capita wins 70 million customer service outsourcing contract

Three recently announced that it has selected Capita as the preferred bidder for a seven year, £70 million customer management services contract. The contract will see the professional services firm provide a range of services to Three and its customers, focused on further differentiating the customer experience. The partnership will leverage Capita’s broad range of expertise and tools, developed throughout past engagements in Scotland and dozens of similar outsourcing contracts it services across industries..

The deal, which is still subject to due diligence from Capita, would see approximately 450 of Three’s customer service, sales and operational management staff in Glasgow transfer to Capita’s office – with Capita committing itself to keeping operations stationed in Glasgow.

Andy Parker, Chief Executive of Capita, says, “This partnership is a demonstration of Capita’s continuing commitment to delivering outstanding customer management for our clients across a wide range of sectors. We will leverage our customer experience expertise, including service design, to jointly develop Three’s customer management processes and tools. We look forward to working with Three and delivering first class services to its customers.”

Gurpreet Gujral, Director of contact centres at Three, adds, “We are committed to giving our customers the best possible experience. We believe appointing a specialist customer services partner for some of our customer service operations in Glasgow is the best way of achieving that goal. We will now work hard to ensure staff affected by this change are fully supported and we will be commencing consultations with them.”

Capita was recently appointed to provide South Wales police with control room solutions and engaged by the North Yorkshire County Council to deliver a library management system. 

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