Capita plc have announced 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, is due to start in June 2022 and 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 which provides the information and insight to identify the best solutions for customers, to provide a higher quality of service. Combined with data analytics, this will deliver better outcomes and efficiencies for the client.
Leveraging Capita’s extensive experience in the energy retail market, more than 375 full-time, highly trained people will be employed on this contract at delivery centres in Scotland and England.
This new contract 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.
Capita previously provided customer support services for ScottishPower between 2005 and 2016.
Jon Lewis, Capita’s chief executive officer, said:
“The award of a new, five-year contract with a leading European energy client reflects our extensive experience and understanding of customer management and our domain expertise in the strategically important energy and utility market.
“The quality of Capita’s delivery and our focus on transforming customer experience is behind ScottishPower’s decision to work with us once again to deliver for its customers following a competitive bid process.
“As well as reflecting our ability to win new scopes of work, this contract adds to the healthy book of new revenue we have now secured for 2022.”
Capita is a consulting, transformation and digital services business. Every day our 52,000 colleagues help millions of people, by delivering innovative solutions to transform and simplify the connections between government and citizens, businesses and customers. We partner with our clients and provide the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best, and making people’s lives easier and simpler. We operate across three divisions – Capita Public Service, Capita Experience and Capita Portfolio – in the UK, Europe, India and South Africa.
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