Capita wins £140m Tesco Mobile customer service deal


As a result of the deal 550 Tesco Mobile staff will transfer to the outsourcer

Capita has been selected by Tesco Mobile to form a five year strategic partnership for customer management services.

Under the terms of the partnership, Capita will “continue to enhance” Tesco Mobile’s customer service, using technology and service design methods to deliver a “high quality customer experience”, said Capita.

The deal is worth approximately £140 million for an initial five year term and is due to commence on 1 August 2016.

capitaAndy Parker, Capita chief executive, said: “With more than 4.6 million customers in the UK, Tesco Mobile is a quality brand renowned for its excellent customer services and, as a result, market leading levels of customer satisfaction.

“Capita is ideally placed to work in close partnership with Tesco Mobile to continue to enhance the customer experience through greater knowledge of customer behaviours, technology advancements and innovation.”

Following due consultation, around 550 permanent Tesco Mobile employees will transfer to Capita under TUPE regulations, and a further 240 temporary staff will continue to work on the Tesco Mobile account under Capita’s management.


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