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Thursday 10 June 2021

Capita signs 3-year £58m Tesco Mobile renewal

CapitaCapita’s customer management business has signed a three-year, £58m renewal of its contract with telecoms player Tesco Mobile, commencing in September. 

The mobile operator has been a client of Capita since 2016 when it initially signed up for a £140m five-year customer management outsourcing deal, where at the time around 550 Tesco mobile employees TUPE’d across (see here).

Capita will continue to bring digital technologies to the service looking for greater efficiencies and improved customer experience, in a contract that is moving towards a new hybrid working model. This will include AI-driven real-time speech analytics designed to coach and prompt advisers during live calls. It will also look to automate call transcripts to support quality assurance. The contract handles all inbound customer service, telesales and renewal calls and as is “par for the course” in such services, will have increased focus on driving automation and self-service throughout typical customer journeys. 

The outsourcing of customer management has in general been one of the most buoyant areas of the Business Process Outsourcing space since COVID, benefiting from an uptick in client demand to support and deliver services remotely. Much of this demand will of course be automated away as digital technologies and self-service replace the need for agents.

Posted by: Marc Hardwick at 08:49

Tags: contract   telcoms   customerservice  

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