Case Study: Capita boosts telecom sales with Centrical's unified performance platform

Capita boosts sales 57% with Centrical

Capita Experience, providing outsourced services for a major telecom provider, faced the challenge of managing performance for its 1,137 agents across multiple countries within a complex nearshore model. Their legacy systems were disconnected and required manual analysis, making it difficult to cohesively drive service quality, sales growth, and engagement while reducing operating costs. They turned to the vendor Centrical and its unified performance platform for a solution.

Centrical implemented a platform that integrated training, performance visibility, and engagement tools into a single system. This solution automated performance tracking and provided team leaders with immediate actionable insights, while also driving accountability through gamified competitions. The results for Capita were significant, including a 57% increase in sales acquisition, a 14% increase in sales order intake, a 25% reduction in resource hours, and a 3-point improvement in NPS.

Capita