In 1998 the BBC outsourced its customer service function to Capita. Its aim: to increase capacity and meet customer demand for greater accessibility. The service now covers all BBC output – TV, radio, the website, interactive TV and events.
Transformation plan for 100 existing staff
We transferred 100 existing call centre staff and opened a new contact centre in Belfast to handle long term growth. The service now runs 24 hours a day, 365 days a year, employing 200 staff who can take up to 40,000 calls an hour. Interactive voice recognition software, upgraded scanning facilities and an email auto-reply facility have freed up staff time, allowing a greater focus on value-added services. Increased efficiencies have enabled us to increase capacity by 40%.
New contact centre and 100 more staff
Rigorous quality control ensures high standards of customer service. Staff training and development, plus our comprehensive performance management system, continually improve individual and team quality. And callers appreciate the difference: in a recent MORI poll, 89% expressed overall satisfaction.