Professional services company Capita has secured a five-year agreement to deliver front-line customer support services to ScottishPower customers across the UK.
Capita said on Thursday that the new customer management contract, worth up to £63.0m over five years, was due to start in June and included broad customer experience support services for prepayment, Homemover, SME, and direct debit standard meter customers.
The London-listed firm stated its agents will use assisted customer conversations technology, an AI-driven innovation that provides information and insight to provide “a higher quality of service”. More than 375 full-time, staff will be employed as part of the contract at delivery centres in Scotland and England.
Capita previously provided customer support services for ScottishPower between 2005 and 2016.
Chief executive Jon Lewis said: “The award of a new, five-year contract with a leading European energy client reflects our extensive experience and understanding of customer management and our domain expertise in the strategically important energy and utility market.
“The quality of Capita’s delivery and our focus on transforming customer experience is behind ScottishPower’s decision to work with us once again to deliver for its customers following a competitive bid process. As well as reflecting our ability to win new scopes of work, this contract adds to the healthy book of new revenue we have now secured for 2022.”
As of 0920 BST, Capita shares were up 1.65% at 23.54p.
Reporting by Iain Gilbert at Sharecast.com
