Capita bags £63m customer support services contract from ScottishPower

Capita plc, a London-based business process outsourcing and professional services company, has bagged a five-year contract from ScottishPower worth up to £63m to provide front-line customer support services for the latter’s customers across the UK.

The five-year customer management contract is due to begin in June. This includes wider customer experience support services for prepayment, small and medium-sized enterprises, homemover, and direct debit standard meter customers.

Capita said that its agents will leverage Assisted Customer Conversations technology, which is powered by artificial intelligence to provide the details and insight for identifying the best solutions for customers.

In combination with data analytics, the Assisted Customer Conversations technology will help client realize better outcomes and efficiencies.

Capita said that it will make use of its experience in the energy retail market and employ over 375 people to execute the contract at delivery centers in England and Scotland.

Previously, the business process outsourcing company delivered customer support services between 2005 and 2016 for ScottishPower.

Jon Lewis – Capita chief executive officer said: “The award of a new, five-year contract with a leading European energy client reflects our extensive experience and understanding of customer management and our domain expertise in the strategically important energy and utility market.

“The quality of Capita’s delivery and our focus on transforming customer experience is behind ScottishPower’s decision to work with us once again to deliver for its customers following a competitive bid process.

“As well as reflecting our ability to win new scopes of work, this contract adds to the healthy book of new revenue we have now secured for 2022.”