Thames Water extends Capita Customer Management Outsource contract – Thames Water has awarded Capita Customer Management a five year contract extension for the provision of contact centre services.
Thames Water employs 4,700 people and is the UK’s largest water and wastewater services provider, supplying around 2,600 million litres of tap water to 15 million customers across London and the Thames Valley.
Capita and Thames Water have been working together since 2001, and currently up to 180 staff manage customer calls from Capita’s contact centre in Dearne Valley, Yorkshire.
Peter Cogan, customer operations director at Thames Water, said:
“Customer satisfaction is crucial to us at Thames Water and as part of our five-year plan we’ve committed to providing a better experience for anyone who gets in touch with us. We look forward to working with Capita for another five years, to fulfil our promise and provide an excellent service across all channels.”
Bob Buiaroski, managing director of Capita Customer Management, said:
“We have a long standing relationship with Thames Water and have remained focused on delivering service excellence and working together to innovate and enhance the customer experience.”