Case Study: Capita reduces inbound contact centre calls with VoiceSage

Capita Customers Move From Failure To Value Demand With VoiceSage

Capita, a UK leader in technology-enabled business process management and outsourcing, was looking to reduce expensive inbound contact centre calls and shift customer outreach from “failure demand” to “value demand.” To support this, Capita partnered with VoiceSage and used its proactive engagement tools, including Interactive Voice Messaging (IVM), SMS and VTM (Visual Text Messaging), to improve customer satisfaction for major brand clients.

VoiceSage helped Capita deliver faster customer communications, higher response rates and easy-to-execute surveys that fed directly into analytics and agent dashboards. The solution created a useful feedback loop, identified improvements in people, process and technology, and helped reduce contact centre overhead while cutting inbound call volume and improving C-SAT.

Capita

Michael Cheng

Quality Insight & Strategy Manager