Partnering for over a decade with a leading UK retail bank, Capita IT Enterprise Services software empowered 140+ specialists to handle 45,000 annual collections calls with exceptional empathy and precision. The intelligent platform achieved 95% quality outcome scores, 98% quality check alignment, and 96% customer outcome success—surpassing industry standards. By automating high-volume conversations, updating service level agreements to reflect customer needs, and delivering real-time insights, Capita transformed collections into supportive financial guidance, protecting revenue while building customer confidence and exceeding ambitious quality targets consistently.

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