20 September 2016
Three announces Capita as preferred bidder for customer management contract
Three has announced today that Capita has been selected as the preferred bidder for a contract to provide customer management services in the UK. Subject to contract, the deal will be worth approximately £70m over the next seven years and is due to begin in early 2017.
Capita will take over responsibility for the delivery and continued development of Three’s mobile and broadband frontline customer service and sales in Glasgow. Using expertise and tools it has developed across its extensive customer management client portfolio, Capita will apply these solutions to continue to differentiate the customer experience for Three’s proposition for new and existing customers.
Gurpreet Gujral, director of contact centres at Three, said: “We are committed to giving our customers the best possible experience. We believe appointing a specialist customer services partner for some of our customer service operations in Glasgow is the best way of achieving that goal. We will now work hard to ensure all employees affected by this change are fully supported and we will be commencing consultations with them.”
Andy Parker, Chief Executive of Capita, said: “This partnership is a demonstration of Capita’s continuing commitment to delivering outstanding customer management for our clients across a wide range of sectors. We will leverage our customer experience expertise, including service design, to jointly develop Three’s customer management processes and tools. We look forward to working with Three and delivering first class services to its customers.”
The contract will see up to 450 employees undertaking customer service and sales advisor roles and related operational management in Three’s contact centre in Glasgow transfer to Capita following due consultation. Capita has committed to continuing to deliver Three’s services from Glasgow.
For further information:
Tel: 020 7799 1525
Andy Parker, Chief Executive Officer
Shona Nichols, Executive Director, Communications
Andrew Ripper, Head of Investor Relations
Tel: 020 7654 2399
Note to editors
Capita is a leading UK provider of technology-enabled customer and business process services and integrated professional support services. With 75,000 people at over 500 sites, including 94 business centres across the UK, Europe, India and South Africa, Capita 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 2015 revenue of £4.7 billion. Further information on Capita can be found at: www.capita.com.