The contract renewal will present new opportunities for improvements to Tesco Mobile’s customer service whilst securing shared efficiencies through technology deployment and will see much of the work automated.
“Capita has already started the transformation process that will enable it to deploy the next generation of digital technology and produce better outcomes for our client and their customers,” the company said in a statement.
“This includes artificial intelligence-driven real-time speech analytics that will coach and prompt advisers during live calls, helping them to manage customer conversations and deliver outstanding service. It will also deliver greater efficiency by automating call transcripts to support improving our quality assurance.”
Aimie Chapple, Capita Customer Management Executive Officer, said: “We are proud to serve Tesco Mobile customers. This contract renewal reflects the success of our longstanding partnership with Tesco Mobile, as we work together to transform the customer experience.”
Tesco and Capita have been working for five years.
At the time of writing, the Capita share price is up 1.29% on the day, reaching 40.16 at the close.