At the CCA Excellence Awards 2026, Capita’s contact centre division had a highly successful night, securing two major wins and further recognition for its people and performance. (Thursday 23 April)
Capita, together with Centrical, won Best Technology Partnership. The award recognised how their collaboration is improving frontline performance and customer experience at scale. By combining real-time operational data with targeted coaching and development, the partnership has driven measurable improvements for clients, including higher conversion rates, stronger customer satisfaction scores, better first contact resolution, reduced handling times, and increased employee engagement across multiple markets.
There was also individual success for Carla Horrigan, who was named Manager of the Year. Her leadership was recognised for delivering strong operational results and sales growth in Ireland, underpinned by a clear focus on people, discipline, and consistent execution.
In addition, Capita was shortlisted for Customer Service Team of the Year, alongside long-standing partner Kurt Geiger, highlighting the strength of its end-to-end customer experience delivery.
Overall, the results reflect Capita’s focus on combining technology, leadership, and frontline capability to deliver better outcomes for clients, customers, and colleagues.
