Convergys Receives New Relationship Management Solutions Contract

Convergys (News - Alert) has announced that a well known Canadian company has awarded them a new 3-year contract for its state-of-the-art Relationship Management Solutions.

 

Under the $15 million contract, Convergys will provide top-tier customer service and technical support in two languages to the client’s B2B customers. The Canadian client’s previous customer service provider was under-performing, and according to Convergys, the client searched for a business partner that could improve its customer satisfaction scores, while simultaneously reducing costs and driving revenue growth.

 

The client was impressed by Convergys’ operational expertise, intense customer satisfaction focus, specialized training tools developed for customer service agents servicing B2B customers, ability to generate revenue through customer service operations, and physical proximity to the client’s operations.

 

Vice President of Business Development for Convergys in Canada, Igor Sarenac, stated that this key client has recognized Convergys as a solid, long-term business partner with the resources available to help it meet tough profitability targets from a demanding customer segment.

 

Sarenac noted that with their ‘one and done’ first call resolution philosophy, they look forward to consistently delivering the superior customer experience that the client’s customer base expects and that will drive improved customer satisfaction and revenue.

 

The work for the Canadian client will be performed in Convergys’ Canadian contact centers.

 

Convergys is a global provider of relationship management solutions that give more value to relationships between clients and their customers and employees. The company recently announced a multi-year contract renewal agreement with Comcast (News - Alert) under which Convergys will continue providing contact center technical support services, order management, and customer care support via telephone, email, and Web channels to Comcast.

 

The newest agreement with Comcast also expands Convergys' services support to include back office processing and access to new relationship management solutions by Convergys.