Capita Business Services Selects Transversal as Part of BBC Audience Services Contract

Enables Capita to deliver BBC iPlayer support through self-service solution, reducing email queries by 75 per cent

Cambridge, UK, 21 March 2009: Capita Business Services is supporting the growth of the BBC iPlayer application through an advanced Ask a Question Web site service. Delivered as part of Capita’s contract with BBC Audience Services, and powered by Transversal, it allows iPlayer users to get instant and accurate online answers to questions that can be asked using everyday language. Additionally this constantly updated information is available to Capita’s contact centre agents, reducing average query times and allowing agents to concentrate on more complex queries.

Launched in December 2007, the revolutionary iPlayer has been used to download and watch over 271 million BBC programmes in its first year of operation, with over 700,000 requests to view on average per day. Given this level of demand, Capita required a solution to deliver support in a straightforward, easy-to-use manner.

Capita Business Services is responsible for administering customer service for the BBC iPlayer as part of its BBC Audience Services contract. A chief priority of the company is utilizing technology to provide better service levels for consumers. Following a comprehensive review of the eCustomer service offerings, Capita recommended Transversal because of the technology’s proven ability to enhance and simplify online customer service within the private sector.

More than two and a half million customers have used the Capita Ask a Question help service since it went live in April 2008 and 99.6% per cent of queries are now being answered automatically. This means that only a tiny percentage of users have needed to email the company subsequently for further information. Overall inbound email queries have reduced by 75 per cent since Transversal was deployed, demonstrating the effectiveness of the company’s technology, which was developed in the UK at Cambridge University.

The success of Ask a Question has also been recognized by industry body the Customer Contact Association (CCA). It was a central part of the BBC and Capita's winning entry in the Best Use of Technology Partnership category in the 2008 CCA awards.

The Capita Ask a Question service allows even those with the most basic Web skills to use the iPlayer in as short a time as possible. Consumers type in a question or browse the most frequently asked questions section, and with the help of the natural language search engine, the most appropriate answers are instantly presented from the Web-based knowledgebase. The dynamic knowledgebase ensures that all information is organically kept up to date by capturing answers to new user questions asked via the site and email and retaining this information within its content management system. Capita’s contact centre agents also benefit as the knowledgebase is instantly available internally, enabling them to provide fast answers to callers.

"To provide efficient support for BBC iPlayer users, it was important to select the right partner and product to meet our self-service objectives," said Jonathan Rush, Head of Business Development at Capita. "The Transversal product provides immediate answers to questions via the FAQ knowledgebase. To date, less than one per cent of customers using the iPlayer Help service have sought further help, demonstrating its value to the service we provide the BBC."

Customer support is becoming increasingly important to user adoption as iPlayer is constantly evolving. Since its launch in 2007 new components such as streaming and radio have been added and the iPlayer has been rolled out across new platforms, such as the Nintendo Wii games console, Virgin Media cable TV customers and Apple iPhone and iPod Touch.

"Capita understands that technology is at the heart of delivering the highest levels of customer service," said Davin Yap, CEO, Transversal. "By deploying our Web self-service technology it is able to deliver ease of use for both consumers and contact centre staff. The Ask A Question service is integral to supporting the continued success of the BBC iPlayer as part of its major contract with BBC Audience Services."