CAPITA Assists Agents and Boosts Customer Experience by Automating the Revenue Collections Process

Capita is the largest business process outsourcing and professional services company in the UK, providing back office administration and front office customer contact services to private and public sector organizations across the UK and Ireland. Capita delivers its market leading outsourcing services from more than 300 sites, including over 50 specialist business centers of service excellence. Capita’s objective at TV Licensing is to operate cost-effective best-in-class customer service whilst minimizing the cost of revenue collection. Their customer contact strategy has been developed in partnership with the BBC. The fundamental aim behind the strategy is to achieve a first time resolution for all customer contacts.