Client objective
To enhance the experience of customers contacting the DSGi call centre, to make it a key differentiator in driving sales and customer loyalty. With call abandonment rates at unsatisfactory levels, DSGi felt it was starting to lose business and customers and so turned to Capita for a solution.

Capita’s approach
Following a full review and migration process, including the transfer of 860 employees, the contact centre began operating at a vastly improved rate, meeting all contracted service levels ahead of schedule. The results over 2 years have been remarkable, with all stakeholder groups seeing large improvements. Performance improved sharply:

• Customer satisfaction up 18% and number of calls per resolution down 41%
• Store call sales conversion rate up 400%
• Employee satisfaction up 60% and 2 industry awards achieved in 2006

In 2006, we won a further contract with DSGi to deliver their technical support services, which included the transfer of another 900 employees. 
 

"Over the last 18 months we have built a very strong relationship with Capita and have developed a joint vision of improving our customers' experience with us."

Mike Hedgecox
Customer and Stores Director
DSG international