Capita Case Study

IT Focus Case Study Capita Group


Capita are the UK’s leading business process outsourcing (BPO) and professional services company. We deliver back office administration and front office customer contact services to private and public sector organisations across the UK and Ireland. Our flexible structure enables us to deliver multiple services to individual clients, and multiple services across multiple markets, highly efficiently.

The Challenge
We were looking for a Telemarketing partner to act as an extension to our already extensive sales team.

Capita Group Plc has worked with IT Focus, as an extension to their existing Telemarketing activity, since 2011. The activity that IT Focus was undertaking for us has been split between two distinct parts of the company, namely Capita ITS and Capita Software Services.
IT Focus first ran a campaign over several months for our IT Services Division ( around hosted Data centre Solutions and latterly around the broader scope of services provided by ITS. The outcome of this campaign was to arrange strategic meetings and conversations between our Technical leads and decision makers within some of the largest companies in the UK, as historically we had picked up a lot of our business by cross selling from our existing divisions, rather than the “cold” approach. We worked in close partnership with IT Focus to develop the pitch and were pleased by the depth of knowledge both the Management Team and Agents were able to bring to the table.

More recently IT Focus have worked with our Software Services division ( The goal to this campaign was to speak to Housing Associations and introduce them to the Capita Support solution, which is fully hosted people centric case management solution for Care and Support Providers. This campaign came into effect off the back of a survey that was run during the summer of 2012 and IT Focus were tasked with, and were successful in following up contacts in a timely fashion, further discussing the solution and arranging demonstrations with our Business Development Manager.

Over the course of both these campaigns we have been pleased with the attention to detail displayed by IT Focus when it comes to their work. This has been backed up with regular conference calls, reports and contact from the agents so that we have always felt in the loop. In summary we have seen very good returns on investment through working with IT Focus and wouldn’t hesitate on using them again in the future.

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