Capita wins John Lewis online contact centre deal

17th Mar 2014 12:55

FTSE 100-listed Capita announced Monday that it 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 deliver services to support John Lewis's online growth strategy.This will include a digital service built around the retailer's customers and which integrates with the full range of customer contact channels.Capita's 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 service delivery."The group also explained its decision to keep the online contact centre in Glasgow reflected Capita's "ongoing commitment to investing in Scotland" and its support of the growth of the local economy. It prediced it will add another 2,000 people to the 5,000 it already employs in Scotland. Around 550 employees will transfer from the existing provider to Capita under TUPE, the transfer of undertakings regulations which were updated earlier this year. NR