17 March 2014
Capita selected by John Lewis for online contact centre partnership
Capita plc (`Capita') has been selected by John Lewis to provide its online
contact centre. Under the agreement, which is worth £93.5m over five years,
Capita will support John Lewis' online growth strategy.
Capita will deliver a digital service, built around John Lewis' customers, that
integrates with the full range of customer contact channels.
Capita plc Chief Executive, Andy Parker, said: "The John Lewis brand is
synonymous with excellent customer service and brand loyalty. It is only
natural that the company wants to use the latest technology and service design
methods to deliver an enhanced experience to its customers, and make it even
easier for them to engage with the brand. Capita has extensive experience of
working with household names from across the private sector, including major
retailers. We appreciate the importance of becoming fully immersed in a
company's brand values to ensure that customer experience is at the heart of
"The online contact centre will stay in Glasgow, demonstrating Capita's ongoing
commitment to investing in Scotland and supporting the growth of the local
economy. Capita already employs around 5,000 people in Scotland and we
anticipate that this figure will rise by around 2,000 in the next two years."
Following due consultation, approximately 550 employees will transfer from the
existing provider to Capita under TUPE.
For further information:
Tel: 020 7799 1525
Andy Parker, Deputy Chief Executive
Shona Nichols, Corporate Communications Director
Capita press office
Tel: 0207 654 2386 or 020 7654 2399 (out of hours)
Notes to editors
Capita plc is the UK's leading provider of BPO and integrated professional
support service solutions. With 64,000 people at over 400 sites, including 73
business centres across the UK, Europe, India and South Africa, the Group uses
its expertise, infrastructure and scale benefits to transform its clients'
services, driving down costs and adding value. Capita is quoted on the London
Stock Exchange (CPI.L), and is a constituent of the FTSE 100 with 2013 revenue
of £3.9 billion. Further information on Capita plc can be found at:
-0- Mar/17/2014 12:00 GMT
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