Eckoh plc has secured a five-year contract with Capita Customer Management to provide technology support to one of its existing clients, a leading UK distribution business. This is the first client to be secured through the partnership agreement with Capita Customer Management which was previously announced on the 8th April 2013.
Building on Capita Customer Management's existing contract with the client to provide customer contact centre services, the initiative will help to enhance the client's customer service.
Capita Customer Management and Eckoh will collaborate to upgrade the client's automated services, to cater for significant growth and the management of unforeseen peaks in call traffic, such as at Christmas time, and this is expected to go live in the autumn.
Nik Philpot, Chief Executive Officer at Eckoh, commented:
'We are delighted to be working with Capita Customer Management on this contract, the first from our new partnership. By combining Eckoh's multi-channel technology solutions that allow customers to self-serve, alongside Capita Customer Management's fully integrated, multi-channel customer services, we can deliver an improved customer experience. We look forward to developing our alliance with Capita Customer Management and expect to secure further significant opportunities with them over the coming months.'
Capita Customer Management has the scale and capability to transform customer experiences and back office processes to ensure efficient and successful interactions. It delivers a range of services including multi-channel customer service and support, sales and customer acquisition, debt collection, customer retentions and revenue growth and technical support. It employs more than 10,000 people and provides services to a wide range of B2C and B2B organisations across a range of sectors, including Next, O2, British Gas, National Trust, Google, DWP and Severn Trent Water