Capita has announced that its Contact Centre business within Capita Experience has secured a four-year contract renewal with a major European telecommunications provider. The agreement, valued at 62 million pounds, will commence in January 2026 and reflects Capita's strategic focus on operational efficiency, artificial intelligence, and digital transformation.
Under the renewed terms, Capita will continue to deliver customer services across multiple lines of business, including technical support, chat and messaging, and inbound sales. The transformation program will enhance delivery capabilities across several European locations and introduce Centrical and AI-driven tools to improve performance across key metrics such as Average Handling Time, Net Promoter Score, and sales conversion.
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