CAPITA Assists Agents and Boosts Customer Experience by Automating the Revenue Collections Process
How to reduce agent turnover by 23%?
Improve the agent experience with a unified agent desktop that automates complex processes.
The introduction of the Jacada unified desktop has met or exceeded all of our expectations and delivered on our target objectives. We will realise lifetime savings many times greater than the cost of the solution. Jacada provides innovative technology and a proven implementation approach that can significantly improve the efficiency and effectiveness of a call centre operation.
Phil Bluck, Commercial Director for Capita TVL
About the Client
Capita is the largest business process outsourcing and professional services company in the UK, providing back office administration and front office customer contact services to private and public sector organizations across the UK and Ireland. Capita delivers its market leading outsourcing services from more than 300 sites, including over 50 specialist business centers of service excellence. Capita’s objective at TV Licensing is to operate cost-effective best-in-class customer service whilst minimizing the cost of revenue collection. Their customer contact strategy has been developed in partnership with the BBC. The fundamental aim behind the strategy is to achieve a first time resolution for all customer contacts.
Unified Agent Desktop simplifies the agent experience with guided workflows that fully integrate with existing systems.
Guided workflows help deliver a consistent customer experience and eliminate the need for agents to remember complex regulations.
Process automation helps reduce call handling time and also make the whole system easier for newer and seasonal agents.
Our customer service agents had to learn and memorise literally hundreds of possible flows involving dozens of screens across four different business applications.
The process was so complex that it was taking as long as 16 weeks to get a customer service agent fully productive – making it nearly impossible for us to consider temporary staff.
Carl Shimeild | Operations Director for Capita TVL
- Overall efficiency of the contact center has improved by approximately 25%
- Training time has been reduced from seven to eight weeks to just three weeks
- Staff turnover has reduced by 23% and morale has improved
- First call resolution has increased with a consequent reduction in repeat contacts
- After-call wrap-up has been eliminated – data entry errors have been reduced
- The ease of use of the system has made it easier to employ part-time agents
While our client has been successfully leveraging the unified desktop for the BBC TV Licensing operation for several years, we have also partnered on similar engagements across the Capita business operation in the UK leveraging Jacada’s robotic process automation and agent assistance solutions.