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. 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. Share this on socials
Case Study 26 November, 2025 How Reed Wellbeing Transformed Diabetes Prevention with AI-Powered Proactive Engagement With a busy contact centre managing on average one million interactions every year, a growing workforce, and a commitment to maintaining a positive customer experience, the team identified a need to implement a robust system to manage team rotas, while supporting colleagues in the best possible way.
Case Study 23 September, 2025 Supporting Leeds Building Society with Colleague Engagement With a busy contact centre managing on average one million interactions every year, a growing workforce, and a commitment to maintaining a positive customer experience, the team identified a need to implement a robust system to manage team rotas, while supporting colleagues in the best possible way.
Case Study 25 November, 2024 Experian® drive business change and customer retention with Analytics Prior to implementing speech analytics, business insight was derived from the telephony and IVR systems as well as anecdotal information shared by agents. It was evident to Experian that better technology could deliver these results faster and more effectively.
Case Study 25 November, 2024 Interaction Analytics – Driving Service Excellence The bank identified that they didn’t have sufficient visibility and insight into their calls. Although they could obtain information from their agents, they felt they were lacking in data regarding the customer experience.
Case Study 25 November, 2024 Equiniti Speech Analytics Equiniti needed to obtain better customer insight and optimise their processes. They wanted to be able to identify issues and processes which could be improved within their Customer Experience Centre.
Case Study 25 November, 2024 Home Group’s WFM Transformation Despite its high commitment to service quality, Home Group was facing challenges in its contact centre due to its former Workforce Management (WFM) tool tool reaching the end of its serviceable life.
Case Study 17 August, 2023 Hastings Direct – NICE CXone Cloud Contact Centre Solution Facing the end of a long-term contract for its existing contact centre architecture, and with a passion to renovate its existing operations to achieve business transformation, Hastings Direct decided to make the major move to the cloud with NICE CXone
Case Study 6 April, 2022 Integrated Care 24 (IC24) Nexidia Speech and Text Analytics IC24 was looking for a Speech and Text Analytics solution that would provide consistent reporting and deliver insights across its contact centres, whilst integrating with its existing patient management system, CLEO.