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Carphone signs £160m contract with Capita

Paul Withers
February 6, 2013

Customer management firm will run the retailer’s call centres, also covering its MVNO Talk Mobile and technical support service Geek Squad

Carphone Warehouse has signed a 10-year deal worth £160 million with Capita for it to run the retailer’s call centres.

The service, which is expected to commence on April 1, will see Capita cover all non-store customer contact covering sales, customer services, credit control and first line technical support for Carphone, its MVNO Talk Mobile and technical support service Geek Squad.

Capita currently works with the likes of O2, British Gas, National Trust, DWP and Severn Trent Water to deliver a range of services including multi-channel customer support, sales and customer acquisition, debt collection, customer retention and revenue growth and technical support.

Capita CEO Paul Pindar said: “Carphone Warehouse is determined to ensure its customers are supported by a world class customer management organisation with a track record of using analytics and process management to provide a great customer experience and value-added services.”


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