Capita is the UK’s leading provider of customer management outsourcing, strengthened further during 2011 with the acquisitions of Ventura and Vertex Private Sector.
We partner our clients to manage their customers through the full customer cycle, providing customer facing and back office processes to ensure efficient and successful interactions.
We provide services to both B2C and B2B organisations, including O2, British Gas, National Trust, Google, DWP and Severn Trent Water, delivering a range of solutions:
Technical Support
We provide a range of tailored technical support and help desk services focused on achieving complete customer satisfaction for our clients' customers. Services include B2C frontline helpdesk, dealing with third party suppliers, case management, escalation teams and site visits for complex enquiries, technical retentions and diagnosing and resolving end user set up and faults.
Customer Retention and Revenue Growth
Our aim is to keep customers for life, building customer loyalty whilst maximising customer value. Through our expertise in customer management we understand the most effective ways to retain existing customers. Our customer insight allows us to analyse and develop strategies to manage customer retention. We provide inbound, outbound and SMS retentions, as well as campaign management and targeted up and cross selling.
Customer service and support
Our clients trust us to deliver a great customer experience. The services we offer include general customer service and support, billing and statement enquiries, complaint handling, advice and emergency contact, appointment setting and industry specific services.
Sales and customer acquisition
Our focus is on maximising revenue for our clients through each customer interaction. We provide sales activity through both inbound and outbound contact, gaining new customers and increasing the value of current customers through maximising up-sell and cross-sell opportunities.
Debt collection
Our primary aim is to reduce customer accounts entering into arrears, through proactive account management and advice. However, when customers default on payments we support our clients throughout the full debt lifecycle from early stage collections and rehabilitation through to debt collection management and litigation.
Payment management
Our back office solutions remove the administrative burden from our clients, enabling the focus to remain on the customer experience, as well as on delivering efficiencies and savings. Our services cover inbound correspondence, application processing, transaction processing, print and fulfilment.
We can provide multichannel delivery across our services, managing customer interactions through traditional channels – including phone, email and white mail – together with emerging contact channels such as SMS, web chat and social media.
Our large pool of trained resource, flexible working hours and offshore options, means we are able to tailor operations according to our clients’ needs, including seasonal demands and planned events.
For further information please visit www.ventura-uk.com or email bizdev@capita.co.uk, tel 0870 240 7341.