Convergys, a provider of relationship management services, announced it has won a contract renewal to provide tier one technical support to millions of Internet subscribers of a Fortune Top 10 telecommunications company.
The company more than 1,000 full-time employees located in Convergys' offshore facilities will support the contract, which is valued at more than $55 million.
Convergys said it will serve the client's Internet subscribers with dedicated technical support agents highly skilled in troubleshooting and problem resolution. Convergys will also capture the "voice of the customer" through a survey methodology that will gain insights and analytics that drive actions to improve the customer experience. Actionable insights and rich data obtained from the Convergys survey will help the client achieve its strategic objective of consistently increasing levels of customer satisfaction through effective customer care.
"This client looks to Convergys to own the customer experience and provide issue resolution quickly and effectively, which Convergys research shows is a key driver of customer satisfaction," said Jim Boyce, Convergys President, Global Business Units. "In addition, Convergys will collect customer intelligence to feed a customer experience action plan that will enable us to refine our client's ability to deliver a superior technical customer support experience."
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