A security solutions company, Eckoh announced a 5-year contract renewal with Capita worth £2.1m on Wednesday.
Eckoh is pleased to report that its contract with Capita for a big public sector organisation has been renewed.
The primary goal of Capita’s service to its clients is to maximise the amount of money collected from the general population.
The new contract with Capita is for 5 years and is worth a minimum of £2.1m over that time, making it both longer and more valuable than the prior agreement.
Eckoh has been assisting Capita and its client since 2018, handling all inbound calls to the contact centre, securing telephone and automated payments, and enabling enhanced self-service automation to improve the customer experience and boost the percentage of successfully collected money.
The contract’s renewal and extension demonstrate Capita’s continued faith in Eckoh’s expertise and product solutions, as well as its commitment to providing a superior customer experience.
Capita’s first hurdles included lowering customer service expenses, expanding the number of successful payments, and completely complying with the Payment Card Industry Data Security Standard without sacrificing customer service quality.
Eckoh responded by delivering CallGuard, a proprietary payment technology that secures telephone payments made by contact centre agents, as well as the EckohPAY solution, which offers the same security for payments made within the automated voice system.
Eckoh’s powerful natural language self-service and intelligent call routing technology provide accurate speech recognition so that calls are directed to the correct location the first time, whether it’s an agent or a self-service facility.
These new features allow the client to provide self-service for operations such as changing addresses, making secure payments, updating accounts, and more without requiring an agent. This lowers customer support expenses while giving clients more control over their accounts for Eckoh.
Capita’s whole contact centre has now been de-scoped from the rigours and cost of full Payment Card Industry Data Security Standard compliance, resulting in a considerable increase in revenue collection and enhanced customer satisfaction.
Nik Philpot, Eckoh’s CEO commented, “Capita is a longstanding and highly valued partner, so we’re delighted to be renewing this significant contract for another 5 years, which follows the 6 year contract renewal worth £4m we signed with them for the congestion charge in 2020.”
“Eckoh’s comprehensive technology portfolio means we are uniquely placed to provide a full suite of customer engagement solutions that are underpinned by market leading security. We can help organisations to meet today’s contact centre security challenges and support them in delivering on their digital transformation initiatives.”
Eckoh shares rose 3.2% to 47.5p on Wednesday after the company reported a contract renewal for 5 years with Capita.