Capita Case Study

Capita deploys cloud contact centre technology from Intelecom to support human resource service centre for UK based client
Capita
Capita
Capita deploys cloud contact centre technology from Intelecom to support human resource service centre for UK based client

Intelecom Contact Centre Solution and Capita

The ease of use, scalability and cost-effective pricing model of Intelecom’s cloud-based contact centre enables Capita to support its client’s 30,000 plus employees with a range of human resources (HR) administration and other occupational services.

Capita originally chose Intelecom in 2006 for its proven track record and future-proof technology. Today, all enquires into the human resource service centre go through the Intelecom platform. Over 60 Capita staff use the solution to handle around 10,000 calls a month. Enquires cover a range of HR topics including changes to existing staff roles, such as promotion, relocation, maternity/paternity enquiries and new starter details. Other calls from employees include queries regarding the corporation’s wealth of benefits such as childcare vouchers, cycle to work schemes, occupational health, travel services and more.

“Large, complex organisations such as this client rely on Capita’s expertise and technical know-how to streamline their contact centre processes yet still deliver a highly personalised service that boosts customer satisfaction. The inbuilt flexibility of the Intelecom platform is fundamental to meeting the needs of dynamic and constantly changing contact centres. In addition, the ability to customise reports using Intelecom Contact Centre Management Portal demonstrates value and provides hard evidence for management to make meaningful changes. Intelecom continues to provide support to enable Capita Group to deliver this essential HR service to its client’s employees.”

Klaas van der Leest, Managing Director, Intelecom UK

Supports client's 30k + employees
Supports client's 30k + employees
60+ Capita staff use the solution
60+ Capita staff use the solution
10,000 calls per month are handled with Intelecom
10,000 calls per month are handled with Intelecom

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