Phil Hoggarth , Director of Divisional Trading

Capita Customer Management

Capita Customer Management has had a strong presence in the telecoms customer service market for more than four decades , and so our growing relationship with Plusnet could be seen as relatively young .

But what began in 2015 as a short-term contract to help deliver customer service agents at a time of growth for Plusnet has rapidly evolved into a true transformational partnership .

Growing to around 100 insourced customer service agents , Capita ’ s focus has been to help enhance and transform Plusnet ’ s customer experience and the results have been speaking for themselves . In fact , the team at Capita have been continuously exceeding benchmark targets set by Plusnet by 15-30 %. This ‘ champion challenger ’ model has proved hugely successful in unifying staff and ensuring customers are getting an enhanced service .

Crucially , we aim for real integration with our clients ’ teams , so there is no operational difference between a Capita agent and their Plusnet colleagues .

“ Collaboration and communication are key to Capita ’ s partnership with Plusnet . We are not reinventing the wheel , but getting more of the basics right , and we are always talking with the client to ensure the insourced team is an extension of their own team ”, says Capita ’ s Director of Divisional Trading – Phil Hoggarth .

“ We have placed a great deal of value on engagement at all levels of the partnership , from the agents up , and we regularly share feedback and best practice across all aspects of the transformation ,”

“ Not only are we now in a position where Plusnet trusts Capita with their customers , we are working with Plusnet to leverage Capita ’ s extensive experience and depth of capabilities in customer management solutions to drive better customer interactions .”

“ We do this by bringing our best practice to the partnership on how best to design and build and deploy optimal digital communications channels including mobile applications , social media , and webchat amongst others .”

Continuously exceeding benchmark targets by

All the agents work to the same targets and KPIs – set by Plusnet – and we use the same communications , incentivisation and management across all contact centre staff . There can often be a worry that insourcing can result in a ‘ them and us ’ culture among staff – Capita works hard with all its customers to ensure that this doesn ’ t happen .

Plusnet will undoubtedly continue to build on the growth it has experienced over the past 12 months and Capita is excited to be working handin-hand with our client to ensure that together , we deliver best-in-class service for both new and existing customers .

Learn more about how we could support your transformational journey at www . capitacustomermanagement . co . uk