CONVERGYS

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.