Contact Center Solutions Featured Article

Top Healthcare Provider Expands Convergys Relationship Management Contract

September 24, 2008

Convergys (News - Alert) Corporation, a provider of relationship management solutions, has announced that a top health care provider has renewed and expanded its existing contract for Convergys’ relationship management solutions for another 30 months.

With the expansion of this contract, Convergys will continue to expand the world-class customer service that it currently provides to this particular client’s extensive network of health care professionals.
 
Convergys was first contacted by the client in 2005 when it was seeking a partner to answer calls from health care providers looking to verify patient benefits and eligibility or discuss claim payments.

The contract was awarded to Convergys based on the company’s proven ability to drive improved customer satisfaction through its expertise in relationship management, while at the same time reduce the costs of administering customer service.

The customer service program expanded significantly in scope, creating a need for expansion in its customer service team. The client awarded Convergys the contract expansion and extension instead of placing the work within its own contact centers.

Convergys considers this move to be a true vote of confidence as the client made the decision based on Convergys’ extensive track record of providing high quality, cost-effective service to the client’s callers.

“It is a goal for the healthcare industry to deliver superior customer service at a reasonable cost. With this renewal, Convergys has proven that it can deliver the high quality service the client demands, providing excellent value for money,” said Jim Boyce, Convergys president, North America, in a Wednesday statement.

“This contract extension and expansion is a testament to the best practices Convergys employs within its contact centers, as well as the care and dedication of our employees who skillfully manage the relationships of our client’s customers on a daily basis,” added Boyce.

Convergys currently serves nine of Fortune’s top 10 healthcare providers as it delivers comprehensive outsourced business and consumer support functions, in addition to in-house contact center operations.

Everyday, the company handles millions of customer service interactions such as account service, billing inquiries, technical support, and service dispatch, enhancing the customer’s experience and driving more value from the relationship its clients have with their customers.

This latest extension of a Convergys contract is proof that the company is able to perform for its clients in such a way that its value proposition is more attractive than keeping the service in-house – even when in-house operations are already available. Such power in performance will help to continue to drive market growth for the company, better positioning it in competitive situations.
 
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Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by Michelle Robart

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