20 Sep 2006

A call centre managed by Capita on behalf of Irish telecoms firm eircom, in a joint submission, has been voted the best call centre with less than 250 agents in Europe, the Middle East and Africa. The call centre was voted for by a jury of its peers in the 2006 Contact Centre World Awards.  It will now represent the region against the winners of the Asia-Pacific and American regions at the world finals of the awards which take place in November in Las Vegas.

 

Delegates from companies including Abtran, Siemens, Client Logic, Apa Nova and Sage decided that the eircom/Capita call centre delivered the best customer service, revenue improvements, efficiency and cost reductions in the EMEA region.  

 

Capita, which employs 217 staff in the Dublincall centre, won a three year contract with eircom in February 2005 and deals with more than 44,000 inbound and 38,500 outbound calls each week.

 

Jason Richards, managing director, customer services BPO at Capita said: “Since Capita took over the contract we have seen staff turnover reduced by 38 per cent and 80 per cent of customers grading our agents eight, nine or 10 out of 10 on customer satisfaction barometers.  This accolade, given, by our direct competitors, rewards our determination to deliver a high quality service in a fiercely competitive environment.”