Providing customer service excellence to a key London borough

About our service

In 2017, a key London authority commissioned Capita’s customer service team to deliver out of hours customer service support to its citizens. Capita’s service enables the council to deliver a more cost-effective service without compromising customer service excellence and support for those who need it most during out of hours.

Capita’s large team of experienced customer service agents support with over 11,000 out of hours customer service calls per year. We support with queries in relation to emergency social care, homelessness, emergency planning, highway issues and stray dog reporting. The council uses our ‘gold service’ package which ensures that 80% of all out of hours calls received into our contact centre are answered within 20 seconds.

Achieving a smooth service transition

We worked closely with the council to develop full procedure workbooks and dedicated customer scripts developed specifically around emergency planning and emergency homelessness. Detailed training and call practice sessions also took place before the team started to take live calls to ensure seamless and excellent customer service delivery. Customers will consistently receive the same high level of service and accurate query outcomes.

Auditing and data intelligence

In addition to detailed written call logs, all queries received into our contact centre are voice recorded. We regularly audit out of hours calls to ensure that our service quality and accuracy remains to our high standards. We provide regular performance reports to the council who, in addition, have 24-hour access to their dedicated customer portal giving them the ability to listen to calls, view call volumes received and query types.

Our client says:

“No matter what time of day a citizen needs to make a call to our authority, providing exceptional customer service support is a priority, especially when emergency support is required outside of normal working hours. Our partnership with Capita is helping us to deliver exceptional customer service to residents who require rapid, responsive and accurate support.”