Capita wins contract extension from Debenhams
Capita has won an extension to its customer services outsourcing contract with department store operator Debenhams.
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Extending an agreement that began in 2012, the new contract runs until the beginning of September 2022 and is valued at £72m.
Capita will continue to operate Debenhams' customer services function, including continuing to support the multichannel growth seen by Debenhams during the partnership, with the provision of insight and data analytics, as well as managing its online and retail store ordering and delivery.
The outsourcing company said the services it delivered predominantly supported improving Debenhams' customers' experience and providing an efficient operational delivery; these include providing inbound customer services, delivery time bookings and outbound calls to book appointments, plus telephony support for French and German customers.
Capita chief executive Andy Parker said the contract extension reflected the company's "commitment to find efficient, cost-effective ways for businesses to engage with their customers during an ever-changing, multi-channel world.
"Throughout our relationship with Debenhams we have helped the business develop and grow and have successfully worked together to innovate and enhance the Debenhams customer experience.
“Capita will continue to provide excellent levels of customer services and through further we will support the business’s goal to deliver a world class customer proposition.”