28
February 2024 Capita
plc signs deal worth up to £220m with major European telecoms
providerCapita
plc (Capita) today announces it has extended and expanded its
customer experience contract as the strategic partner for a major
European telecoms provider.Capita
will provide dedicated support for all consumer and business
customers across a wider range of products and services, including
technical assistance for mobile phone and TV products and order
fulfillment.
Capita's remit will expand to include supporting the retention of
mobile business and consumer customers.
The deal is worth up to £220m from now to 2030 with £55m of
additional scope, and a £165m renewal in the period from 2027 to
2030 with an option to extend for a further three years. This is in
addition to the existing deal, which is worth c.£200m from now to
2027.Capita
has partnered with this client for 25 years and will provide
technical support, a user helpdesk, new customer queries and
upselling, as well chat and messaging channels and billing
inquiries.
Conversational
AI - including chatbots and messaging channels - will continue to
be leveraged to maximise customer engagement and increase sale
performance. These tools will make customer interactions with the
telecoms provider smoother, quicker, and more helpful with instant,
automated responses.
Adolfo Hernandez, Capita CEO, said:
"We are
exceptionally proud to be building on our 25-year partnership with
our client with this expanded remit, reflecting the huge trust they
place in Capita to deliver outstanding outcomes. This win is
testament to our exceptional track record of delivery for our
client.
"We are
focused on embedding technology to enable greater efficiency and
provide a better, personalised customer experience. We will
continue to look for opportunities to enhance the customer
experience and the productivity of our client."
Capita is
one of Europe's main customer
experience businesses, with market-leading positions in the UK,
Ireland and Switzerland, and a major presence in
Germany.
Notes
to editors:
The new
contractual agreement is based on expected volumes, and therefore
treated as a framework contract. As a result there is no IFRS 15
transaction price (order book) and the existing order book for the
previous contract, which was until 31
December 2029 with a value of £365m as at December 2023, is released.
For
more information, please contact:
Investor
enquiries
Helen Parris, Director of Investor Relations
Tel: 07720
169 269
Email:
IRteam@capita.co.uk
Stephanie Little
Deputy
Head of Investor Relations
Tel: 07541
622838
Email:
IRteam@capita.co.uk
Media
enquiries
Capita
external communications
Tel: 0207
654 2399
Email:
media@capita.co.uk
About
Capita
Capita
is a leading provider of business process services, driven by data,
technology and people. We are a
purpose-led, responsible organisation.
Every day our 43,000 colleagues help millions of people, by
delivering innovative, digitally enabled solutions to transform and
simplify the connections between government and citizens,
businesses and customers. We partner with our clients and provide
the insight and technologies that give time back, allowing them to
focus on what they do best and making people's lives easier and
simpler. We operate across two divisions - Capita Public Service
and Capita Experience- in the UK, Europe, India
and South Africa. Capita is quoted
on the London Stock Exchange (CPI.L). Further information can be
found at:
http://www.capita.com