Carphone Warehouse Outsources to Capita

carphonewarehouse.logoCapita have announced that it has signed a contract with Carphone Warehouse to support all aspects of its customer service strategy. The contract is worth around £160 million over 10 years.

Capita’s role will be to provide all non-store customer contact in a number of different areas across Carphone Warehouse’s business. The new service is expected to commence on 1 April 2013.

Paul Pindar, Capita plc CEO, said:”Capita’s significant experience in this area is evident through the work it does with the public sector and with clients who are household names in the retail, financial services, utilities and telecommunications industries. This experience allows us to support our clients in finding new routes to market. It also helps to ‘future proof’ the way they serve customers, protects and grows revenues, assists in digital channel shift and, where necessary, drives both efficiency and effectiveness.”

“Carphone Warehouse is determined to ensure its customers are supported by a world class customer management organization with a track record of using analytics and process management to provide a great customer experience and value-added services.”

Capita delivers a range of services including multi-channel customer support, sales and customer acquisition, debt collection, customer retention and revenue growth and technical support, all underpinned by data-driven analytics and customer-centered service design. It provides services to a wide range of private and public sector organisations across a range of sectors, including O2, British Gas, National Trust, DWP and Severn Trent Water.

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