Contact Center Solutions Featured Article

Outsourced call center services giant Convergys Corporation today announced the renewal and expansion of an $80 million, four-year contract to provide customer care for one of its clients, a mass merchant, Fortune 50 company. (It is generally not in the practice of outsourced contact center service providers to reveal client identities.)

 

Under the terms of the contract renewal, Convergys will provide customer relationship management support and perform double the volume of work for the client going forward. Convergys is providing live-agent and e-mail support handling product and information requests, billing and payment inquiries, customer save functions, service installation assistance, product recall issues and inbound and outbound lead generation campaigns.

 

Convergys relationship management solutions are based on approaches honed over many years of experience working with large retail clients. According to Convergys, its solutions "drive greater value from Convergys clients’ customer relationships by increasing store satisfaction, improving customer service differentiating a retailer’s

brand, improving sales, and reducing costs."

 

Convergys is headquartered in Cincinnati, Ohio, and has 75,000 employees in 84 customer contact centers and other facilities in the U.S., Canada, Latin America, Europe, the Middle East and Asia.