|
Convergys is the world’s largest provider of outsourced customer management solutions with over 50 contact centres and more than 40,000 agents globally. The company combines outstanding resources with 20 years experience in customer care to deliver proven solutions that enable clients to reduce costs and maximise the value of their customer relationships.
A BLENDED APPROACH DELIVERS A BALANCED SOLUTION
Clients’ needs rarely fit neatly into convenient boxes. That’s why Convergys adopts a balanced approach to solution design. By combining its expertise and experience with a holistic review of a client’s business and customer care expectations, Convergys transforms and optimises customer service, using a full suite of service options and delivery channels.
Convergys’ balanced solution is designed to maximise customer value and minimise risk. It is based on an analysis of what methods and resources are most suitable in any given case, covering areas such as:
-
Technology and automation: access to all key voice and data technologies enables Convergys to implement a solution that optimises the balance between manual and automated processes
-
Skill sets: from simple to complex scenarios, Convergys’ highly trained, multi-lingual agents are equipped with the specialist skills needed to meet the demands of any B2B and B2C operation
-
Offshore operations: Convergys has vast experience in offshore operations, with multiple established contact centres in India and the Philippines. The offshore option can be combined with other service delivery options - including both domestic agents and automated processes – to deliver a balanced solution
-
Distributed operations: with the right approach, local advantages - such as a highly skilled, low-cost labour force - can be combined with best-in-class global technology and process knowledge
-
Common practices and standards: common practices and standards from multiple geographies drive global competencies and superior risk mitigation compared to single-location solutions
-
Continuous improvement & quality monitoring: local market knowledge is updated continuously and fed back into training programmes and processes to drive improvements in offshore delivery. Rigorous quality monitoring systems and customer satisfaction research ensures that client expectations and targets are met and regularly exceeded.
The ability to adjust and optimise these complex variables, on an on-going basis, enables Convergys’ clients to maximise both the efficiency of their customer care operations and the consistent delivery of a high-quality customer experience.
The benefits of a tailored balanced solution are manifold, including:
-
Substantial, year-over-year capital and operation expenditure improvements
-
Enhanced operating flexibility by moving from a fixed to a variable cost model
-
Improved customer experience and satisfaction
-
Risk mitigation.
SERVICES
Convergys’ European and Asian facilities, combined with its global contact centre network, ensures that best-in-class practices in training and programme management deliver a high level of performance and client satisfaction. In EMEA alone, Convergys’ range of services include:
-
Account Management: telephone-based account management services for B2B clients
-
Centralised Pan-European programmes: consolidating sales and support functions utilising highly-trained multilingual agents
-
Customer service: full service and support, including ordering, shipping, billing and customer enquiries
-
Customer care: complete customer lifecycle management, embracing loyalty and retention
-
Sales programmes: cost-effective cross-sell, up-sell and win-back campaigns
-
Service centre: complete front and back office management
-
Technical support: installation, diagnosis and problem resolution support for complex technical products.
FAST FACTS ABOUT CONVERGYS
-
1.7 million customer interactions per day
-
Over 50 Contact Centres representing 27,500 Production Stations
-
Convergys agents provide customer support in more than 20 languages
For more information on Convergys' Customer Care Solutions please contact us
|
|
