Business
Capita signs £58m contract renewal with Tesco ...
Capita signs £58m contract renewal with Tesco ....
About this update from Capita Plc
[{"type":"text","content":"\n \n 10 June 2021 \n \n Capita signs 58m contract renewal with Tesco Mobile \n Capita plc (‘Capita’) today announces it has been awarded a customer management contract renewal with Tesco Mobile. \n Building on the existing highly successful five-year partnership in which Tesco Mobile has been recognised for its market-leading service, the contract renewal is worth £57.6m over three years, starting in September 2021. The contract renewal offers further opportunities for improvements to customer service whilst securing shared efficiencies through technology deployment and a new hybrid working model. \n Capita will be deploying and integrating new advanced technology as part of its ongoing operations to manage all inbound customer service, telesales and renewal calls, that will not only improve the customer experience but also enhance the capabilities of and experience for our customer service colleagues. \n Capita?has already started the?transformation process that?will?enable it to?deploy?the next generation of?digital technology?and?produce better outcomes for our client and their customers. This includes?AI-driven real-time?speech analytics?that will?coach?and prompt?advisers?during live calls,?helping?them?to?manage?customer conversations?and deliver?outstanding service. It?will?also?deliver greater efficiency by automating?call transcripts?to support improving our quality assurance.? \n Capita will also re-engineer the customer journey, combining AI with speech-to-text and text-to-speech capability, to develop rapid self-serve authentication and a set of automated routes that can be completed without needing to speak to an adviser. Capita will aim to create a seamless digital experience for Tesco Mobile customers making it easier for customers to get their query resolved quickly. \n This contract extension will be delivered through a Capita homeworking hybrid model supporte...