The Capita Group has signed a contract to provide extensive customer contact centre services to Dixons Group from the companys existing call centre facility in Sheffield. The five-year contract will see Capita handle the full range of routine customer contact operations, such as customer service, product and sales enquiries for Dixons, The Link, Currys and PC World. Under the terms of the contract Dixons Group will pay Capita an annual fee of approximately 27 million subject to the achievement of agreed performance standards and targets.
As part of the agreement Capita will also assume Dixons Group’s contract for the provision of narrowband technical support to Freeserve customers. Dixons Group will continue to provide all other technical support contact services to customers in-house. Capita will also handle insurance-related customer enquiries for Dixons Group Insurance Services.
Under the agreement the 800-strong workforce based at Dixons Group’s Nunnery Square site will transfer to Capita and continue operating from the same facility. Capita has committed to a range of customer service and systems enhancements that will ensure more effective transfer of information between customers, the contact centre and business unit teams.
Enhancements will include the re-design of current processes, introduction of voice recognition software and improved monitoring of contacts to further improve the quality of the customer experience. A Capita team will manage the transition and transformation programme alongside existing management.
2004-04-08
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