Capita Case Study
Puzzel (formerly Intelecom) Contact Centre Solution and Capita
The ease of use, scalability and cost-effective pricing model of Puzzel’s cloud-based contact centre enables Capita to support its client’s 30,000 plus employees with a range of human resources (HR) administration and other occupational services.
Capita originally chose Puzzel in 2006 for its proven track record and future-proof technology. Today, all enquires into the human resource service centre go through the Puzzel platform. 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.
“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 the Puzzel platform is fundamental to meeting the needs of dynamic and constantly changing contact centres. In addition, the ability to customise reports using Puzzel Contact Centre Management Portal demonstrates value and provides hard evidence for management to make meaningful changes. Puzzel continues to provide support to enable Capita Group to deliver this essential HR service to its client’s employees.”
Klaas van der Leest, Managing Director, Puzzel UK