Capita Customer Management
Customer Experience and Contact Center
Capita plc is a leading business process outsourcing provider that offers customer experience services for government, healthcare, and financial sectors, known for its extensive capabilities and strategic acquisitions.
Size
over-10K
Public
over-1b
Mission
To continuously improve and enhance quality.
About
Capita plc offers customer experience services along with back-office operations and IT infrastructure for clients in government, healthcare, insurance, and education. The company operates using a global delivery model and supports clients across Europe.
It is recognized for its certified contact centers adhering to ISO standards, with a strong focus on continuous improvement and innovation in service delivery.
Services
Capita plc provides customer experience services supported by back-office operations and IT infrastructure. These services include inbound customer support, claims processing, and procurement administration, tailored to enhance client interactions and operational efficiency.
Capabilities
Inbound Customer Support
CX Consulting & Journey Mapping
Technical Support (Tier 1/2)
Procurement Administration
Claims Processing
Order Management & Fulfilment
Billing & Invoicing
Process Assessment & Transition Management
Automation & RPA Enablement
ERP Consolidation & Support
Employee Helpdesk
Talent Sourcing & Screening
Industries Served
The company serves clients in government, healthcare, insurance, and education. It has experience supporting both public and private sector organizations with services aligned to industry-specific requirements and technology platforms.
Unique Stregths
Capita is known for its extensive geographic presence and certified contact centers, offering clients robust solutions that ensure high levels of customer care and information security. Its approach includes a commitment to continuous improvement, which helps deliver consistent results at scale.
Delivery Footprint
Headquartered in Westminster, United Kingdom, the company operates using a global delivery model. It serves clients across Europe, with teams working in hybrid environments to meet diverse client needs.
Certifications
No items found.
Verticals
Retail & e-Commerce
Insurance
Government & Public Sector
Education & EdTech
Healthcare & Life Sciences
Clients
No items found.
What's the main service provided by
Capita Customer Management
?
Capita Customer Management specializes in delivering exceptional customer experience and contact center services. Their offerings encompass a range of solutions including inbound customer support, technical support at both Tier 1 and Tier 2 levels, as well as claims processing and procurement administration. Additionally, they provide services like order management and fulfillment, billing and invoicing, and consultancy for customer experience and journey mapping, all designed to enhance client satisfaction and operational efficiency.
What additional services does
Capita Customer Management
provide?
Beyond their primary focus on customer experience and contact center services, Capita Customer Management also offers comprehensive finance and accounting solutions. This extended service portfolio allows them to support clients in managing financial operations and back-office tasks, thereby enhancing overall business efficiency.
When was
Capita Customer Management
founded?
Capita Customer Management was established in 1984, marking its presence in the industry for over 39 years. Since its inception, the company has evolved significantly, adapting to changing market demands and expanding its service offerings to better serve its diverse client base.
What industry verticals does
Capita Customer Management
serve?
Capita Customer Management serves a variety of industries including Retail & e-Commerce, Insurance, Government & Public Sector, Education & EdTech, as well as Healthcare & Life Sciences. Their expertise across these sectors allows them to tailor their services to meet the specific needs of each industry, ensuring effective support and engagement.
What delivery model does
Capita Customer Management
offer?
How many employees and/or seats does
Capita Customer Management
have?
Capita Customer Management boasts a workforce of over 10,000 employees. This considerable size enables the company to manage large-scale operations efficiently while providing a wide range of services to its clients across various sectors.
Can
Capita Customer Management
be considered a good service provider for startups?
Can
Capita Customer Management
be considered a good service provider for SMBs?
Capita Customer Management is well-positioned to support small and medium businesses (SMBs) due to its extensive service offerings and scalable solutions. Their ability to adapt services to meet the specific needs of SMBs can facilitate growth and operational flexibility. By leveraging their experience across various industries, SMBs can benefit from tailored customer support and back-office operations that enhance efficiency and customer satisfaction.
Can
Capita Customer Management
be considered a good service provider for enterprises?
Capita Customer Management is ideally suited for enterprises and large companies, given its extensive resources and commitment to high-quality service delivery. With certified contact centers adhering to ISO standards, the company demonstrates reliability and a focus on continuous improvement. Their global delivery model and experience with complex operational needs make them a strong partner for large organizations seeking sophisticated customer management solutions.
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