Helping the BBC communicate with its audience.
We took over a poorly functioning contact centre in Glasgow with approximately 100 staff. We implemented a comprehensive transformation plan, ensuring continuity of service and keeping transferring staff fully informed throughout. Service improvements began almost immediately, and we opened a new contact centre in Belfast to handle long-term growth.
The service now runs 24 hours a day, 365 days a year, and employs 200 staff who can take up to 40,000 calls an hour. Innovative use of Interactive Voice Recognition (IVR) software, upgraded scanning facilities and an email auto-reply facility have freed up staff time, allowing a greater focus on value-added services. Increased efficiencies have enabled us to generate and absorb a 40% growth in service capacity.
Rigorous quality control ensures high standards of customer service. Staff training & development is ongoing and our comprehensive performance management system continually improves individual and team quality. And callers appreciate the difference: in a recent MORI poll, 89% expressed overall satisfaction.
Staff training & development is ongoing and our comprehensive performance management system continually improves individual and team quality. And callers appreciate the difference: in a recent MORI poll, 89% expressed overall satisfaction.
"We have nothing but praise for the people at Capita"
Radio 4
"Thank you. This is a great service!!
BBC Wales
"Congratulations to Capita for making this work so effectively"
Audience Services, MC&A