Capita today announces it has extended its existing contract to provide customer management services to npower until the end of 2021, in a deal worth over £40 million over three years.
The extension builds on the existing partnership between Capita and npower, which commenced in 2014. Under the new agreement, Capita will continue to deliver front- and back-office customer management operations from the UK and India and will support npower’s strategy to improve the quality and efficiency of its customer-facing operations. Capita will play a key part in helping npower transform customer engagement by automating processes, enhancing the agent knowledgebase, optimising the use of self-serve channels and using insight to improve customer service experience.
Customer Management has been identified as a key market for growth for Capita and is one of six new divisions announced as part of the company’s multi-year strategy. The division specialises in multi-channel contact management through the customer life cycle, delivering volume, transformation and outcome-based contracts to improve customer experience, optimise cost-to-serve and drive sales.
