Capita call centre acquisition will open doors to big global brands

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Analysts say acquisition of South African firm Full Circle will open doors for the UK outsourcing firm

Capita will get better access to big global brand names such as Amazon, following the acquisition of call centre services firm Full Circle.

According to Ovum analysts, the acquisition of South african firm Full Circle will see the outsourcing firm expand its customer service and hosted services, and will help add new business.

“This move clearly provides the UK outsourcing giant with a deeper penetration into global brand names such as Amazon, as well as the hosted delivery platform that Full Circle has been pioneering,” said lead analyst, IT Services, Peter Ryan.

He also mentioned that, on a broader scale, the deal will help boost its offshore delivery presence.

“For some time, Capita has been viewed in the minds of many as being limited in its offshoring capabilities to just being an Indian play.”

Ryan said that by bringing in Full Circle, Capita can now move to add South Africa to its existing platform.

“This is significant considering the very high level of quality that many executives in the UK (and the broader English-speaking world) associate with contact center work from South Africa.”

On the announcement of the acquisitions ic Gysin, Joint Chief Operating Officer, Capita Group said the deal would help provide “a full range of offshored services in the region to our clients”.


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