Cincinnati – April 15, 2009 – Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced today it has won a contract renewal to provide comprehensive, end-to-end customer care for the credit card customers of a global Fortune Top 10 financial services company with over 200 million customer accounts. The three-year contract extends and significantly expands the client’s use of Convergys’ industry-leading customer management solutions. One-third of the contract, which is valued at over $195 million, represents new initiatives.
Convergys will expand its multi-channel support of customer credit inquiries and issue escalations in addition to providing e-services website support and a wide range of collections and back office services for the client through its global delivery network. Convergys will also continue to provide protection services for the client through an expanded live agent program of in-bound and out-bound investigative calls. The client selected Convergys over two competitors for this renewed and expanded business, which nearly doubles the Convergys workforce servicing the client from the Philippines and India.
Like many companies in the financial services sector, this Convergys client is actively seeking innovative ways to take costs out of its business and reduce headcount while providing the high level of service its customers expect. Through the years, Convergys’ knowledgeable and professional customer service agents have consistently exceeded performance targets for this client. The excellent operational results demonstrated the compelling value of Convergys’ relationship management services and prompted the expansion of this contract.
“Recent research conducted by Convergys found that 29 percent of credit card customers note quality of service as key driver for satisfaction. 64 percent of all consumers indicate that first call resolution is a key factor in their satisfaction with a company,” said Jim Boyce, Convergys President, Global Business Units. “This client recognizes the challenges it faces and the superior customer…
Related posts: