Capita scores half a billion pound outsoucing contract, but refuses to name (or shame?) lucky 'European telco' customer
(2021/06/15)
- Reference: 1623771012
- News link: https://www.theregister.co.uk/2021/06/15/capita_528m_gbp_europe_telco_deal/
- Source link:
Capita has signed a customer management contract extension with an un-named “major European telecoms provider” worth up to £528m, it [1]told the London Stock Exchange today.
The tech services giant - which recently won a deal to [2]run call centres for Tesco Mobile , helps out with [3]recruitment and training for the UK's Royal Navy , and runs [4]services for a gaggle of local councils among other things - pointed out that it has been working with the operator for more than 20 years, delivering what it calls “24/7 customer service.”
But it seems both parties are shy about their long-term relationship preferring, instead, to keep some things under wraps.
[5]
A spokesperson for Capita declined to name the telco customer involved adding that there would be no job losses associated with the contract extension.
[6]1,000 O2 staff chose redundancy over Capita
[7]Capita: We're creating a 'Portfolio' division to house all the stuff we don't want
[8]Just let this sink in: Capita wins 12-year £1bn contract to provide training services to the Royal Navy and Marines
[9]Three rips up call centre outsourcing contract with Capita 2+ years early
[10]Transport for London asks Capita to fling Congestion Charge system into the cloud
[11]Capita Consulting ditching more than a quarter of its workforce 45 days after consultations with consultants
A spokesperson for O2 – which has had a [12]long-running relationship with Capita since 2013 – was quick to rule themselves out insisting they weren’t the mystery telco.
In a statement to the City, Capita said the current contract with the unnamed telco started in 2012 and has “consistently scored high net promoter scores from both our client and their customers”.
[13]
It added: “Capita employs more than 1,000 full-time, highly trained local people on this contract, who are committed to delivering the best possible customer service and have significant knowledge of both the product and market.”
Under the terms of the contract, Capita will provide "support on a range of products and services including technical assistance for mobile phone and TV products, as well as order fulfilment support for residential and business customers. Capita is also part of the process that supports the online chat facility by managing outbound responses to customers."
[14]
If you know something about the deal you're prepared to share with us, please get in touch via news@theregister.com, or more securely, [15]here . ®
Get our [16]Tech Resources
[1] https://www.londonstockexchange.com/news-article/CPI/ps528m-contract-extension-with-european-telecoms-provider/15017312
[2] https://www.theregister.com/2021/06/11/capita_58m_tesco_mobile_extension/
[3] https://www.theregister.com/2020/12/18/capita_navy_training/
[4] https://www.theregister.com/2020/11/23/capita_oxfordshire_councils_deal/
[5] https://pubads.g.doubleclick.net/gampad/jump?co=1&iu=/6978/reg_onprem/networks&sz=300x50%7C300x100%7C300x250%7C300x251%7C300x252%7C300x600%7C300x601&tile=2&c=2YMjOnEYBXZHqmVbBaGymlwAAAAs&t=ct%3Dns%26unitnum%3D2%26raptor%3Dcondor%26pos%3Dtop%26test%3D0
[6] https://www.theregister.com/2013/06/12/1000_o2_staff_chose_redundancy_over_capita/
[7] https://www.theregister.com/2021/03/17/capita/
[8] https://www.theregister.com/2020/12/18/capita_navy_training/
[9] https://www.theregister.com/2020/11/06/three_capita_call_center/
[10] https://www.theregister.com/2020/08/10/transport_for_london_capita_contract/
[11] https://www.theregister.com/2020/07/03/capita_consulting_redundancies/
[12] https://www.theregister.com/2013/07/03/o2_inks_outsourcing_deal_with_capita/
[13] https://pubads.g.doubleclick.net/gampad/jump?co=1&iu=/6978/reg_onprem/networks&sz=300x50%7C300x100%7C300x250%7C300x251%7C300x252%7C300x600%7C300x601&tile=4&c=44YMjOnEYBXZHqmVbBaGymlwAAAAs&t=ct%3Dns%26unitnum%3D4%26raptor%3Dfalcon%26pos%3Dmid%26test%3D0
[14] https://pubads.g.doubleclick.net/gampad/jump?co=1&iu=/6978/reg_onprem/networks&sz=300x50%7C300x100%7C300x250%7C300x251%7C300x252%7C300x600%7C300x601&tile=4&c=44YMjOnEYBXZHqmVbBaGymlwAAAAs&t=ct%3Dns%26unitnum%3D4%26raptor%3Dfalcon%26pos%3Dmid%26test%3D0
[15] https://www.theregister.com/Profile/contact/
[16] https://whitepapers.theregister.com/
The tech services giant - which recently won a deal to [2]run call centres for Tesco Mobile , helps out with [3]recruitment and training for the UK's Royal Navy , and runs [4]services for a gaggle of local councils among other things - pointed out that it has been working with the operator for more than 20 years, delivering what it calls “24/7 customer service.”
But it seems both parties are shy about their long-term relationship preferring, instead, to keep some things under wraps.
[5]
A spokesperson for Capita declined to name the telco customer involved adding that there would be no job losses associated with the contract extension.
[6]1,000 O2 staff chose redundancy over Capita
[7]Capita: We're creating a 'Portfolio' division to house all the stuff we don't want
[8]Just let this sink in: Capita wins 12-year £1bn contract to provide training services to the Royal Navy and Marines
[9]Three rips up call centre outsourcing contract with Capita 2+ years early
[10]Transport for London asks Capita to fling Congestion Charge system into the cloud
[11]Capita Consulting ditching more than a quarter of its workforce 45 days after consultations with consultants
A spokesperson for O2 – which has had a [12]long-running relationship with Capita since 2013 – was quick to rule themselves out insisting they weren’t the mystery telco.
In a statement to the City, Capita said the current contract with the unnamed telco started in 2012 and has “consistently scored high net promoter scores from both our client and their customers”.
[13]
It added: “Capita employs more than 1,000 full-time, highly trained local people on this contract, who are committed to delivering the best possible customer service and have significant knowledge of both the product and market.”
Under the terms of the contract, Capita will provide "support on a range of products and services including technical assistance for mobile phone and TV products, as well as order fulfilment support for residential and business customers. Capita is also part of the process that supports the online chat facility by managing outbound responses to customers."
[14]
If you know something about the deal you're prepared to share with us, please get in touch via news@theregister.com, or more securely, [15]here . ®
Get our [16]Tech Resources
[1] https://www.londonstockexchange.com/news-article/CPI/ps528m-contract-extension-with-european-telecoms-provider/15017312
[2] https://www.theregister.com/2021/06/11/capita_58m_tesco_mobile_extension/
[3] https://www.theregister.com/2020/12/18/capita_navy_training/
[4] https://www.theregister.com/2020/11/23/capita_oxfordshire_councils_deal/
[5] https://pubads.g.doubleclick.net/gampad/jump?co=1&iu=/6978/reg_onprem/networks&sz=300x50%7C300x100%7C300x250%7C300x251%7C300x252%7C300x600%7C300x601&tile=2&c=2YMjOnEYBXZHqmVbBaGymlwAAAAs&t=ct%3Dns%26unitnum%3D2%26raptor%3Dcondor%26pos%3Dtop%26test%3D0
[6] https://www.theregister.com/2013/06/12/1000_o2_staff_chose_redundancy_over_capita/
[7] https://www.theregister.com/2021/03/17/capita/
[8] https://www.theregister.com/2020/12/18/capita_navy_training/
[9] https://www.theregister.com/2020/11/06/three_capita_call_center/
[10] https://www.theregister.com/2020/08/10/transport_for_london_capita_contract/
[11] https://www.theregister.com/2020/07/03/capita_consulting_redundancies/
[12] https://www.theregister.com/2013/07/03/o2_inks_outsourcing_deal_with_capita/
[13] https://pubads.g.doubleclick.net/gampad/jump?co=1&iu=/6978/reg_onprem/networks&sz=300x50%7C300x100%7C300x250%7C300x251%7C300x252%7C300x600%7C300x601&tile=4&c=44YMjOnEYBXZHqmVbBaGymlwAAAAs&t=ct%3Dns%26unitnum%3D4%26raptor%3Dfalcon%26pos%3Dmid%26test%3D0
[14] https://pubads.g.doubleclick.net/gampad/jump?co=1&iu=/6978/reg_onprem/networks&sz=300x50%7C300x100%7C300x250%7C300x251%7C300x252%7C300x600%7C300x601&tile=4&c=44YMjOnEYBXZHqmVbBaGymlwAAAAs&t=ct%3Dns%26unitnum%3D4%26raptor%3Dfalcon%26pos%3Dmid%26test%3D0
[15] https://www.theregister.com/Profile/contact/
[16] https://whitepapers.theregister.com/