Customer service and sales
Customer service has long been one of Capita Customer Solutions’ core offerings. Indeed, our very first contract with the Department of Agriculture, Food and the Marine had, and still has, a contact centre component. Since then we have designed and built numerous bespoke, flexible and agile multi-channel solutions in partnership with our public and private sector clients across a range of industries, including travel and tourism, media, telecommunications and utilities. The services we provide include technical help-desks, query management, order management, customer sentiment surveying and telesales and we use channels such as telephony, email, webchat, online query forms, video and social media.
We handle four million contacts per annum and we strive to make every customer interaction a positive experience irrespective of the communication medium by maintaining a laser focus on the customer experience. To meet this objective we based our customer ethos on the personalisation of every customer interaction. We give our agents the latitude to use a greater degree of judgement in all their interactions than is normal in traditional contact centres. Key performance indicators such as excellent first call resolution rates and consistently high customer satisfaction ratings evidence the success of our approach.
We work with our clients on designing transformative programmes to enhance their customers’ experience. Key initiatives typically include expanding the range of contact options available to customers, migrating elements of the service provision online and increasing self-serve opportunities. Both our clients and their customers have quickly seen the benefits; the former through reduced costs to serve and greater efficiencies, the latter through better and timelier services which are available 24/7.
In the sales sector we provide outbound campaigns for a leading Irish utility. Implementing dialler technology and incentivisation concepts like gamification, which introduces friendly competition among agents, has enabled us to deliver sales conversion rates ahead of target across multiple campaigns.