Capita has secured a two‑year renewal worth £5 million to provide contact centre services for a major distribution client, continuing a partnership that has been in place since 2018.
The renewed contract reflects the confidence the client has in Capita’s ability to provide reliable, high-quality service. Capita supports the customer journey, from the first enquiry through to complex claims and investigations. By combining data-driven insight with simple, efficient processes, the company helps deliver positive experiences across voice, webchat and email.
The renewal follows a period of consistent operational performance. During the most demanding peak of the year, teams met service targets across all channels while managing significantly increased contact volumes. Performance highlights include:
– 90%+ SLA achievement on email during the busiest week
– delivered high scores for quality consistently through peak periods
– beating client targets for first contact resolution by over 6%
The client also benefits from Capita’s investment in performance enablement technology, as all the advisers and team leaders delivering on this account are supported by GenAI.
Corinne Ripoche, chief executive officer of Capita Experience, said:
“We are delighted to continue this successful partnership with a valued client. This renewal recognises the strength of our delivery, the expertise of our customer service teams, and our ability to support the client’s fast‑moving, high‑volume operations.”
“We look forward to continuing to help the client enhance their customer experience over the next two years.”
