Contact Center Solutions Featured Article

The Pension Benefit Guaranty Corporation (PBGC), a federal corporation created by the Employee Retirement Income Security Act, has awarded Convergys a contract for its customer management solutions. Convergys Corporation is a provider of relationship management and a solutions provider to the Federal government.

 

The new contract is for the duration of five years and is Convergys' first since being selected as a preferred contact center solutions provider by the U.S. General Services Administration (GSA) earlier this year. Convergys' entire Customer Management suite of solutions can now be accessed by the federal agencies through the GSA's $2.5 billion per year contract vehicle.

 

For those participants whose benefits are held by PBGC, Convergys will provide customer service in English and Spanish. Convergys will now provide services such as cataloging its operating procedures, managing the contact center operations, and providing ongoing consulting on customer management solutions.

 

While selecting a provider, PGBC was looking for someone to operate its Customer Contact Center with the ability to manage a flexible staffing model able to cope with peak volumes. The organization was convinced that Convergys is a provider that can meet its needs after evaluating factors like operational expertise, relationship management solutions, and its partnership approach.

 

With a wide variety of technology, consulting, and customer management solutions, Convergys assists governments accomplish citizen-centric missions. These solutions make use of private sector best practices in relationship management, including customer and employee solutions, improving the citizen experience through enterprise effectiveness, workforce management, e-learning, multichannel automation, back office solutions, collections, and shared services.

 

“Government agencies like PBGC are charged with providing quality customer service and value to their constituencies while controlling spending,” said Paul Colangelo, Convergys Vice President, Government Solutions. “Convergys is proud to partner with the Pension Benefit Guaranty Corporation, a leader among federal government agencies, to provide high quality, cost efficient customer service to our citizens.”