Vertex has entered into a contract with Service Birmingham, the joint venture between Capita and Birmingham City Council, to extend its current contract to deliver contact centre services to the Council until March 2012 in a deal worth £40m.
Since March 2002, Vertex has provided contact centre services on behalf of the council at Waterlinks House, Birmingham where it employs 300 staff.
Under the new extension agreement, Vertex will be responsible for a wider range of contact centre services, handling contacts for Council customers including citizens, businesses and visitors. Vertex will manage the day to day operations and deliver new improved service levels.
The Vertex contract extension will be managed by Birmingham City Council and Capita through the joint venture, ‘Service Birmingham’ and integrates the contact centre with Birmingham City Council’s ‘Customer First’ transformation programme, creating easier ways for Council customers to access services.
Andrew Warren, Vertex MD of Public Sector and Retail Financial Services said, ‘Vertex’s contract extension demonstrates our deep understanding of the customer experience coupled with delivery of an outcomes based contract. We are pleased to be part of an innovative and strengthened partnership with Capita and Birmingham City Council.”
Vertex is a leading international provider of business process outsourcing and technology services. As the UK’s leading provider of innovative customer management and back office solutions, we understand how important high performance is to our clients. Our solutions deliver measurable results – that is why we are the partner of choice for some of the UK’s leading brands in the commercial, financial services, utility and public sectors. The company has 9,000 employees across 3 continents – in the UK, North America and India, and delivers global solutions and capabilities to a wide range of clients, 365 days a 2022. For more information see: www.vertex.co.uk