Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events Contact Centre Summit | Forum Events

Posts Tagged :

Capita

RSPCA renews Capita deal until 2022

960 640 Stuart O'Brien

The Royal Society for the Prevention of Cruelty to Animals (RSPCA) has entered into a renewed contract for call centres services with Capita until 2022.

Capita will continue to provide the RSPCA’s national contact centre, handling more than a million calls each year, providing support for animal cruelty incidents of which 149,000 were investigated in 2016.

“We’re looking forward to continuing our great work for the RSPCA over the next five years, which will see our relationship with the organisation span nearly 20 years,” commented Mike Barnard, executive director, Capita Customer Management.

Barnard added: “Our team is responsible for operating the inbound national cruelty service which includes managing multiple channels including calls for advice and online queries.”

Speaking about the new contract, Fiona Gerhard, head of inspectorate services, said: “I am pleased to share that we are continuing our longstanding relationship with Capita Customer Management to run our contact centre. As the first point of call for the millions of people who get in touch with us, providing professional and supportive advice is crucial.”

The contact centre operates a 24-hour operation, 365 days a year, from Capita House in Dearne Valley and employs 180 full time employees.

www.capita.com

BA looks to outsource call centres to Capita

960 531 Stuart O'Brien

British Airways has started talks with Capita to outsource its Manchester and Newcastle call centres as the IAG-owned airline looks to cut more costs.

The move is likely to create controversy, especially after the IT issue that besieged the company recently and left 75,000 passengers stranded.

Accusations of cost-cutting and outsourcing of IT services were vehemently denied by BA, which said that the issue was caused by a power surge that also knocked out the back-up power system.

It is thought that the IT failure could cost the airline in excess of £100m. BA currently employs over 1,400 staff at both call centres.

A statement from the airline said that it was in discussions with Capita, however “no decision had been made.”

A BA spokesperson added: “To ensure we can offer the highest standards of service to customers, taking advantage of the latest developments in technology, we are conducting a review of our global call centre operations.

“As part of this review we are talking with Capita about the services they provide, however no decision has been made.”

BA has been dogged by controversy over the past 10 years: the opening of Terminal 5 back in 2008 was deemed chaotic, while 2010’s volcanic ash cloud grounded the airline for weeks, resulting in heavy commercial losses.