How to reduce agent turnover by 23%?
Improve the agent experience with a unified agent desktop that automates complex processes.
Phil Bluck, Commercial Director for Capita TVL
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.
Carl Shimeild | Operations Director for Capita TVL
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 Uniphore’s robotic process automation and agent assistance solutions.
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