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Call Quality Monitoring Systems

Capita Managed Services

3 min read Download Case Study

The Challenge

In looking at the spread of call recording and analytics requirements for their key clients, Capita knew that providing the optimum solution to each client was never going to be an easy task and so turned to its long-term partner Business Systems, for a managed service that would address the individual needs of each client. 

Capita wanted to deliver the best solutions to their clients, ranging from basic call capture and retrieval functions to fully tailored analytics services so they could gain valuable insight into the customer/agent interaction process. They wanted to embed themselves into the very ‘fabric of the client’ for relations to thrive and grow regardless of economic circumstances.

“Business Systems has gone beyond the traditional role of managed service provider offering Capita best of breed innovative solutions, on-demand support, flexibility and stability ensuring that Capita’s needs and those of our clients are met efficiently with measurable results.”Andy McKenzie, Head of IT, Capita
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About the Customer

Capita is the largest UK owned customer management outsourcing company. With over 40 years of experience the company’s call centre operation employs approximately 8,000 staff and manages 80 million contacts and transactions every year.


The Solution

Working with Business Systems, Capita gain access to specialist knowledge and operational expertise so they can reduce the time taken to implement new business applications. The flexible service offered by BSL delivers best solutions for Capitas customers ranging from basic call capture and retrieval functions to fully tailored analytics services which provide valuable insight into the customer/agent interaction process. The managed service model provides Capita with a competitive edge for customer relations to thrive and grow.  

The managed service model has different layers of complexity, it enables Capita to offer their clients a solution to match a specific or unique requirement and then pass the responsibility to Business Systems to create, implement and manage all aspects of the project.


Download the full case study