Capita selected for further contract by BBC
4 August 2009
CAPITA SELECTED BY BBC TO RUN AUDIENCE SERVICES CONTRACT FOR FURTHER NINE YEARS
The Capita Group Plc ("Capita") announces that it has been selected to deliver
audience services for the BBC for a further 9 years. The contract is worth in
the region of £5m annually and was awarded after an EU-wide competitive
tendering process.
Under the proposals, Capita will provide services to the BBC for handling all
complaints, comments and enquiries that the corporate receives via phone calls,
emails, SMS and letters. Additionally Capita will also provide action lines for
issue-related programming, audience management and ticketing as well as daily
feedback to the BBC from viewers and listeners about how audiences feel about
BBC content.
Capita has been the incumbent company providing audience services to the BBC
since 1999. The company was selected by the BBC after an EU regulated
procurement process with 38 companies initially applying for the contract.
After a rigorous evaluation process, Capita scored highest balancing quality
and cost and helping the BBC to fulfill its commitment to value for money and
increasing audience accessibility via the web.
Paul Pindar, Chief Executive of the Capita Group Plc, commented: "We have been
running the audience services contract for the BBC for 10 years now. The
service now runs 24 hours a day, 365 days a year, and employs in the region of
200 staff who can take up to 40,000 calls per month. Interactive voice
recognition (IVR) software and self service facilities have freed up staff
time, allowing a greater focus on value-added services, while increased
efficiencies have enabled us to generate and absorb a substantial growth in
contact capacity. This innovative approach and strong working relationship with
the BBC was recently recognised by the industry with a CCA award. Therefore, we
are delighted that the BBC has recognised this focus on efficiency and quality
and awarded us the contract to run the service for the next nine years."
Sharon Baylay, Director, Marketing, Communications & Audiences said: "Audiences
are at the heart of everything we do, it is their feedback that ensures the BBC
is always learning and improving, and this new contract will further develop
and build on what is already a good service. Audience services reaches up to 2
million people a year and from next year the contract will deliver better
access - by web and phone - for people to receive help, make a comment or
complaint or to book a ticket to a show or event."
Capita also delivers outsourced services to the BBC in the areas of HR and TV
Licensing.
-ends-
For further information:
The Capita Group Plc
Tel: 020 7799 1525
Paul Pindar, Chief Executive
Shona Nichols, Corporate Communications Director
Media enquiries
Capita press office
Caroline Mooney
Tel: 0207 654 2152 or 0207 654 2399 (out of hours)
BBC Press Office
Gill Munro or Sao Bui-Van
Tel: 020 8576 1865
Notes to editors:
The Capita Group Plc is the UK's leading provider of BPO and integrated
professional support service solutions. With 36,000 people at more than 300
sites, including 59 business centres across the UK, Ireland, the Channel
Islands and India, the Group 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 FTSE100 with revenues for 2008 of £2,441 million.
Further information on The Capita Group Plc can be found at: http://
www.capita.co.uk
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