You’re involved in some of the most pivotal moments in your customers’ lives – from helping them to work from home, talk to loved ones, browse the internet, purchase a new phone, or supporting them during financial difficulty. They’re all moments that really matter. So how can you make them perfect?
Just as telecoms, media and technology (TMT) companies move from being providers of technology to having a more meaningful purpose in people’s lives, the bond between them and their customers is increasingly under threat. The reality is that people’s connection to their provider isn’t just physical, it’s emotional – and fragile.
We understand this. We’re trusted by service providers and technology clients to navigate the unique and evolving challenges of a complex, regulated industry as we help them build richer, more rewarding customer relationships, all the while aligning to those all-important moments.
From our consulting-led digital services to introducing automation at scale and applying our powerful data and analytics tools to help you understand and predict behaviour, we’re transforming our telecoms clients’ businesses from the inside out. As your strategic partner, we help you reinvent yourself as a people-centred brand, rather than a technology business, focused on your purpose as inclusive, responsible enablers of a better-connected future for everyone.
5 of the top 10
➥ We work with some of the largest telcos in Europe
12,000 contact centre agents
➥ providing telco customer & technical support across 3 continents
#1 Ofcom rated provider
➥ for customer service for 7 years in a row
We’re great to do business with
We create agile operational models that flex to fluctuating demand, whilst giving customers seamless, frictionless journeys that answer their questions, solve their problems and deliver on their expectations.
We use technology in harmony with humanity
We design and build tech-enabled journeys around customers’ functional and emotional needs, enabling customers to self-serve via automation when they want to, and artificial intelligence to empower agents when customers need in-person support.
We solve problems before customers know they have them
We harness the power of AI, behavioural analytics and RPA to create data and insight-led solutions that predict customer preferences and behaviours and proactively pre-empt problems, enabling tailored, first-contact resolutions.
We’re a brand that customers believe in and are proud to champion
We create customer experiences that do the right thing –treat people with respect, value their dignity, recognise their individuality and ensure their privacy. We turn brand promises into real-life experiences that customers remember and share.
As a strategic consulting partner, not only do we offer industry experts who specialise in problem-solving, their findings and recommendations are backed up by science – we apply the latest consulting diagnostics to ensure your next move is the right one.
We offer the following consulting diagnostic workshops:
Resources to help telecoms, media and technology companies transform their future
As telecoms, media and technology (TMT) companies move from being providers of technology to having a more meaningful purpose in society and in people’s lives, we look at how they can build a richer, more rewarding relationship with their customers, and the communities they serve.
Our series of insights, articles, research and reports consider how telecommunications, media and technology companies can become more resilient and efficient, ready to meet the future needs of a digital society.
Mark Billingham
MD for Telco, Media and Technology, Capita
Mark was previously Group Customer Care and Experience Director & COO of Financial Services at The Very Group, the UK’s largest integrated online retailer and financial services business. He’s had a varied career spanning 15+ years across operational and outsource management, transformation and customer experience, including at Vodafone and British Gas. Under Mark’s leadership the Very Group was recognised at the European Call Centre awards for their customer transformation programme which in 2 years improved brand NPS by 30 points, tnps by 90 points, first contact resolution by 30 points and reduced overall customer contact and cost by over 70%.
