Four of Five Convergys Clients Utilize Home Agent Solutions

More firms want to bring their more of their customer care on home it seems. And that goes for Convergys’s (News - Alert) clients.

 

The firm reports that four of Convergys’ five largest clients have chosen to utilize the business process outsourcing firm’s home agent solutions as part of their wider customer service offering. Convergys, which launched its program in 2007, has expanded its network by 70 percent from 900 to 1,500 agents in the U.S. and in Canada.

 

Convergys leverages the latest technology to closely integrate and monitor the quality of the work provided by its population of home agents across the U.S.  Convergys home agents receive thorough training and regular coaching on how to deliver a superior customer service experience.  Security and quality practices ensure that the service provided by home agents is secure, reliable, and indistinguishable from that provided by agents located in one of Convergys’ 83 contact centers.

 

For example Convergys performs background checks as a condition of employment for all positions. It permits its home agents to have voice over IP, unlike many other program providers, but the applicants’ PCs must pass voice quality tests, and allows wired routers only. It also requires minimum 500 kbps upload and 1.5 mbps download speeds.

 

Convergys Home Agent Solutions complement its traditional facility-based agents located worldwide and its self-service solutions, which make up Convergys’ customer support portfolio.

 

As part of a geographically dispersed workforce, its home agents can be located in different time zones to meet customer service needs and make scheduling more efficient for full- and part-time, split shifts and third-shift time slots.

 

And with the lurking specter of a pandemic and with downsides of an economic upturn that is on the horizon being higher gas prices and labor pool pressures, more firms may be taking advantage of that portion of the BPO’s firm offering.

 

“Our clients large and small recognize the value Convergys Home Agents bring to their customer management programs, citing improved scheduling flexibility, business continuity, and lower cost-to-serve as their reasons for choosing the Convergys solution,” said Brad Krinhop, vice president of Convergys Home Agent.

 

“With home agents in place to serve their customers, our clients can handle seasonal ramps and spikes in call volume seamlessly. Convergys’ Home Agents also form a key element of our clients’ business continuity plans for providing uninterrupted care to their customers, since home agent solutions are essentially immune to location-specific occurrences such as weather-related outages and virus outbreaks,” added Krinhop.

 

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