REG-Capita PLC: Capita signs £58m contract renewal with Tesco Mobile

CapitaAnnouncement

10/06/2021 07:05

10 June 2021 
 

Capita signs £58m contract renewal with Tesco Mobile  

Capita plc (‘Capita’) today announces it has been awarded a customer
management contract renewal with Tesco Mobile. 

Building on the existing highly successful five-year partnership in which
Tesco Mobile has been recognised for its market-leading service, the
contract renewal is worth £57.6m over three
years, starting in September 2021. The contract renewal offers
further opportunities for improvements to customer service whilst
securing shared efficiencies through technology deployment and a new hybrid
working model. 

Capita will be deploying and integrating new advanced technology as part
of its ongoing operations to manage all inbound customer service, telesales
and renewal calls, that will not only improve the customer experience
but also enhance the capabilities of and experience for our customer
service colleagues.   

Capita?has already started the?transformation process that?will?enable it
to?deploy?the next generation of?digital technology?and?produce better
outcomes for our client and their customers. This includes?AI-driven
real-time?speech analytics?that will?coach?and prompt?advisers?during live
calls,?helping?them?to?manage?customer conversations?and deliver?outstanding
service. It?will?also?deliver greater efficiency by automating?call
transcripts?to support improving our quality assurance.? 

Capita will also re-engineer the customer journey, combining AI
with speech-to-text and text-to-speech capability, to develop rapid
self-serve authentication and a set of automated routes that can be
completed without needing to speak to an
adviser. Capita will aim to create a
seamless digital experience for Tesco Mobile customers making it easier
for customers to get their query resolved quickly.   

This contract extension will be delivered through a Capita homeworking
hybrid model supported by cloud-based telephony. This is an example
of the company’s new future ways of working approach which has
developed in the wake of the pandemic.  

Aimie Chapple, Capita Customer Management Executive Officer, said: “We
are proud to serve Tesco Mobile
customers. This contract renewal reflects the success of our
longstanding partnership with Tesco Mobile, as we work together to
transform the customer experience. The solution will deliver a digitally
enabled transformation that will continue to improve the interactions that
customers have with Tesco Mobile.” 

Notes to editors: 

The total IFRS 15 transaction price (order book) for
the three-year contract extension is £57.6m.  

For more information, please contact: 

Investor enquiries  
Stuart Morgan 
Director of Investor Relations 
Tel: 07989 665484 
Email: IRteam@capita.co.uk  

Media enquiries 
Capita external communications 
Tel: 0207 654 2399 
Email: media@capita.co.uk? 

About Capita 

Capita is a consulting, transformation and digital services business. Every
day our 55,000 colleagues help millions of people, by delivering innovative
solutions to transform and simplify the connections between businesses and
customers, governments and citizens. We partner with clients and provide the
insight and cutting-edge technologies that give time back, allowing them to
focus on what they do best and making people’s lives easier and simpler. We
operate in the UK, Europe, India and South Africa – and across six
divisions: Customer Management; Government Services; People Solutions;
Software; Specialist Services; and Technology Solutions.  

Further information can be found at: http://www.capita.com 

Ends 



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