Capita Case Study
Transforming the Business – and the Customer Experience
Innovative Unified Desktop Answers the Call for Leading Customer Contact Centre Outsourcer
Capita is the United Kingdom's leading outsourcing company, providing back office administration and front office customer contact services to private and public sector organisations across the UK and Ireland. Capita delivers its market leading outsourcing services from more than 300 sites, including over 50 specialist business centres of service excellence.
The Capita TV Licensing (TVL) Business Centres are based in Bristol and Darwen, Lancashire, England, and handle customer enquiries relating to the TV licence. The TVL database is one of the biggest in Europe, currently comprising around 30 million addresses. On average they receive approximately 150,000 telephone enquiries per week across both sites and 25,000 items of customer correspondence. The Broadcast Act 1990 made the BBC responsible for licence administration, and TV Licensing is the trading name used by agents such as Capita who collect the licence fee on its behalf.
