Originally Posted by
UKtravelbear
This is BA we are talking about! There won't be any 'intelligent' SLA
What service improvements so you think capita could implement that BA currently aren't? And if BA won't pay for them why should capita introduce them?
Firstly, you could do better with a call answering SLA, and better management and prediction of demand to ensure that calls are answered within that SLA. This might not result in a cost saving but in enhanced business benefit.
Secondly, you may be able to improve some of the training so that you could have clearer workflows, e.g., by ensuring that all agents have access to avios and holidays bookings.
With better training and knowledge, you have fewer escalations and more time spent helping people.
After a bedding-in period, you could simplify the phone tree (and direct customers to the right team, and bringing up full booking info as soon as the agent takes over the call) as well as improving the quality of training and skill levels so that individual agents are more empowered (if the client spec allows this).
Ultimately a full-scale outsource could look at tooling, so that you have clearer fare rules, less need to manually issue tickets, etc. *Will* Capita do this? Quite probably, they won't be allowed to. But with the right level of investment, including significant upfront consultancy followed by an intelligent transition over two to five years, Capita could run the call centres more effectively than BA currently is.
It would be even better if they could unify onshore and offshore teams if they are making those improvements.