Vertex Extends Contract With Birmingham City Council
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 - Head Office
Vertex was founded in 1996 as a subsidiary of British utilities provider, United Utilities Plc. The company has grown organically and through acquisition to offer transformational outsourcing (BPO) and information technology services capabilities to utilities, financial services, retail, telecommunications, travel and central and local government sectors.
In July 2008, Vertex acquired Alliance Data's Utility Services division.
Today Vertex employs over 8,000 people across the UK, North America and India. In the utility sector within North America, Vertex has 2,500 dedicated practitioners, 18 centers of excellence, and more than 70 electric, gas, and water clients.