Financial Services Company Picks Convergys for Superior Customer Experiences

Relationship management solutions provider Convergys has announced its customer care offerings have been chosen by a top 10 financial services company for a contract valued at over $195 million.

 

In a bid to reduce costs and continue to offer high customer service levels, the client turned to Convergys (News - Alert) who was recognized for the knowledgeable and professional customer service agents who have helped them with their relationship management over the years.

 

Convergys provides solutions that are aimed at driving more value out of relationships and turning “everyday interactions into a source of profit and strategic advantage” for its clients.

 

This new three year contract is partly a contract renewal of the client’s use of Convergys’ customer management solutions and will specifically provide end-to-end customer care for the credit card customers of a global Fortune Top 10 financial services company that has more than 200 million customer accounts. A third of the signed deal also includes entirely new initiatives.

 

“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 service levels it needs to keep its customers happy. On behalf of this client, Convergys will continue to provide excellent customer support services, both proactive and reactive, that will exceed its customers’ expectations.”

 

In addition to expanding its multi-channel support for the clients customer credit inquires and issue escalations, Convergys will also be providing collections and back office services as well as an e-Services Website support for the credit card customers.

 

The company also said this latest deal will expand Convergys workforce servicing the client from the Philippines and India.

 

In related news, Convergys made headlines recently when it dedicated three new state of the art contact center facilities in the Philippines.

 

The company also recently introduced a new workforce optimization solution, Field Service Manager, which automates routine business tasks and HR functions.