REG-Capita Plc: Capita plc signs deal worth up to £220m with major European telecoms provider

CapitaAnnouncement

28/02/2024 07:15

   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

 

 

 



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