Eircom announces €25m directory enquiry deal

Eircom has today announced a major call centre contract with The Capita Group Plc, one of the UK’s leading providers of business support services.

The contract with Capita is for the provision of contact handling for directory enquiry services, and is worth approximately €25m over five years.

Capita will assume responsibility for part of eircom’s directory enquiry service and will be based in eircom’s Cork callcentre.

“This deal puts in place a new flexible operating model that will deliver an even better directory enquiry service for all our customers,” said Cathal Magee, managing director of eircom Retail.

“Capita has been selected for its strong track record in providing cost-effective call centre solutions across a number of industry sectors in the UK and Ireland. Eircom also has a number of existing contracts with Capita for sales and service call handling.”

The directory enquiry operation overall handles more than 40 million calls each year. Against a range of performance measures, Capita will focus on ensuring that high quality service is delivered to customers.

“We are very pleased to be extending our relationship with eircom,” said Capita Group chief executive Paul Pindar.

“Our partnership has already delivered real benefits to eircom and their customers and we look forward to building on this.”