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Capita wins 'Customer Service Training Team of the Year' award

The Capita Group Plc has won the National Customer Service Award for Customer Service Training Team of the Year 2004 for its contact centres in Darwen, Lancashire and Bristol. The contact centres deal with TV Licensing customer enquiries and transactions on behalf of the BBC.

Capita demonstrated that it offers a wide choice of training methods to suit individual learning patterns for all staff, ranging from call centre agents to managers. The recent creation of the Learning Resource Centre, which provides e-learning tools, coaching aids and materials on subjects ranging from stress management to team motivation, contributed to Capita being selected for the award.

The judges were also impressed by the ways in which training team members from the Bristol and Darwen sites collaborate in a supportive environment. For instance, both sites use technology such as videoconferencing and arrange face-to-face visits to share specialist knowledge and best practice in training.

Alison Giles, Customer Service Operations Manager for the TV Licensing contract, said: "Capita competed against top organisations from a range of industries and it is a tremendous achievement for us to have won this award. Our customer satisfaction survey shows that more than 90% of customers are happy with the service we provide at the two contact centres. This outstanding feedback is a testament to the TV Licensing Training Team's professionalism and expertise."

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