The renewal follows a period of consistent operational performance. During the most demanding peak of the year, teams met service targets across all channels while managing significantly increased contact volumes. Performance highlights include:
- 90%+ SLA achievement on email during the busiest week
- delivered high scores for quality consistently through peak periods
- beating client targets for first contact resolution by over 6%
The client also benefits from Capita's investment in performance enablement technology, as all the advisers and team leaders delivering on this account are supported by GenAI.
Corinne Ripoche, chief executive officer of Capita Experience, said: "We are delighted to continue this successful partnership with a valued client. This renewal recognises the strength of our delivery, the expertise of our customer service teams, and our ability to support the client's fast-moving, high-volume operations. We look forward to continuing to help the client enhance their customer experience over the next two years."