The Capita Group Plc (“Capita”) announces that it has signed a contract with DSG international plc (“DSGi”), Europe’s leading electrical retailer, to manage the delivery of telephone based technical support from DSGi’s UK and Nordic technical support centre, based in Nottingham. The contract with Capita is worth £120 million over a seven year term commencing on the 5 March 2006.
Capita will assume responsibility for telephone based technical support delivered from the site for DSGi’s UK and Nordic retail chains. The Nottingham facility handles over 3 million enquiries a year from customers on a wide range of issues, from technical support for customers who have purchased PCs and laptops to queries regarding digital television equipment. DSGi will retain responsibility for product evaluation and for the development and maintenance of Europe’s leading technical support database. Both activities form the basis of the Group’s technical support and are delivered from the Nottingham site. Against a range of performance measures, Capita will focus on delivering effective customer enquiry resolutions, ensuring high quality service is delivered to customers. The 900-strong Nottingham call centre workforce will transfer to Capita with their existing employment terms and conditions.
Simon Turner, Group Sourcing Strategy Director, DSG international plc, said: “I am confident this agreement will deliver further enhancements to the support we provide to millions of customers who shop with us every year. Capita has an excellent track record in the delivery of efficient, professional telephone-based customer solutions.”
Capita’s Executive Chairman, Rod Aldridge, commented:
“We are extremely pleased to be extending our relationship with DSG international. Building on our experience of running DSG international’s Sheffield customer contact centre, we look forward to adding further value to DSG international’s operations by delivering efficient, high quality customer support from their UK technical support centre. We will apply our service transformation skills as well as our customer service expertise to enhance the services already delivered by the skilled and experienced staff who will transfer to Capita with the contract. We look forward to welcoming new team members to Capita and growing the operation in Nottingham.”