Our customer contact handling

Local authorities are facing pressures to reduce the cost of customer services while improving the customer experience.

Capita’s customer services solutions for local authorities are designed to provide the right contact channels for your services based on the needs of your organisation and customers. As the market-leading provider of customer services to the public sector, we can expertly handle all your customer interactions to improve your responsiveness and save you money.

Capita provides a vast range of customer services, including general enquiries, running switchboards, advice lines, complaints handling and one-stop-shops across the entire organisation, as well as full customer management of specific services such as housing benefit and council tax, housing repairs and blue badge. Our dedicated team provide a professional, multi-channel service including online, social media, telephone, email, web chat and face-to-face - ensuring a joined up, on-brand customer experience for your customers whatever their preferred contact channel.

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A flexible approach

We listen to your precise requirements to provide the value-added expertise you would expect from the market leader. We utilise customer insight to put the right people with the right skills in place along with a culture of first time resolution to achieve your specific objectives.

Our customer service advisers are highly skilled in all local authority enquiry types and can be organised in both multi-skilled or specialist teams to support the full spectrum of customer contact services. All our employees are fully trained to deal with the comprehensive range of enquiries, receive up-to-date changes in legislation and work with modern technology.

Our advisers are fully monitored and regularly quality assessed to ensure we continually improve our services. We listen to customer feedback and take the learnings along with adviser feedback to evolve the service offering. We also undertake on-going root cause analysis to support the improvement of the customer experience and reduce costs.

More information about our contact handling service

In this challenging economic environment, affordability remains a fundamental requirement of local authorities. Our customer service solutions are designed to be fully flexible and give you real choice. These services include:

  • Manage and evolve the customer services provision to minimise costs and improve channel shift
  • Transform the customer services provision to align with a strategic transformation agenda
  • Work alongside your existing teams to re-design service delivery
  • Manage specific transactional services
  • Provide additional capacity to support your customer services teams during peaks in demand
  • Offer out of hours and emergency contact provision
  • Lower the cost of delivering customer services whilst enhancing the customer experience
  • Support digital engagement and self service to enable a digital first approach to interacts with your organisation
  • Enhance customer satisfaction and significantly improve the experience your customers receive.
  • Use data analytics and overlay insight to predict, design and resource services based on need and demand
  • Design and deliver customer services solutions that support complex enquiries or vulnerable customers
  • Deliver behavioural science techniques and marketing programmes to enhance the uptake of online customer service channels
  • Have better resilience and access to support 

With a strong heritage in customer service outsourcing and delivery, your organisation will be in safe hands at Capita. We are experts in the smooth transition of services and we continue to invest and build upon our existing service offering to bring you latest in customer services techniques while reducing costs.

We deliver customer services for a wide range of public sector organisations, all with different delivery requirements, challenges and local demographic needs. 

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about our contact handling services

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