Intelecom UK Ltd has announced that Capita Group plc is using its Connect cloud-based contact centre solution to handle employee enquiries received in a human resource service centre operated on behalf of a large UK corporation.

The ease of use, scalability and cost-effective pricing model of Intelecom Connect enables Capita to support the client’s 30,000 plus employees with a range of human resources (HR) administration and other occupational services.

Capita originally chose Intelecom in 2006 for its proven track record and future-proof technology. Today, all enquires coming into the human resource service centre go through the Intelecom Connect platform. Today, over 60 Capita staff use the solution to handle around 10,000 calls a month. Enquires cover a range of HR topics including changes to existing staff roles, such as promotion, relocation, maternity/paternity enquiries and new starter details. Other calls from employees include queries regarding the corporation’s wealth of benefits such as childcare vouchers, cycle to work schemes, occupational health, travel services and more.
Klaas van der Leest, managing director, Intelecom UK Ltd commented, “Large, complex organisations such as this client rely on Capita’s expertise and technical know-how to streamline their contact centre processes yet still deliver a highly personalised service that boosts customer satisfaction. The inbuilt flexibility of Intelecom Connect is fundamental to meeting the needs of dynamic and constantly changing contact centres. In addition the ability to customise reports using Connect Control demonstrates value and provides hard evidence for management to make meaningful changes. Intelecom continues to provide support to enable Capita Group to deliver this essential HR service to its client’s employees.”


About Capita
Capita is the UK’s leading provider of business process management and integrated professional support service solutions, with 64,000 staff across the UK, Europe, South Africa and India. Through its flexible, cost efficient service delivery infrastructure and network of specialist businesses, Capita supports both public and private sector clients in re-engineering the way that they operate. It listens to their needs and challenges and creates unique, cost effective services that provide better customer experiences.
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About Intelecom
Intelecom is a leading provider of contact management solutions. With over 15 years’ experience, Intelecom was on one of the first to develop a cloud-based contact centre. Highly flexible and scalable, Connect from Intelecom can be adapted to accommodate one to several thousand concurrent agents using any device, in any location and integrates with multiple applications seamlessly.

Connect is one of the few contact centre solutions that is completely multichannel. Connect agents can respond to Phone, Email, Chat, Social Media and SMS enquiries all within the one application.

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